IGOR J.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Igor J. is an experienced Senior Support Specialist with a strong background in the telecommunications, aviation, and mobility services industries. Trained at KV Zurich Business School, he developed expertise in business administration and multilingual customer engagement. His professional history includes B2C and B2B customer care for Swiss brands at Teleperformance, where he supported clients for SALT, handling billing, technical issues, and sales in German and English while ensuring high customer satisfaction. At Yoummday, Igor managed complex service requests and escalations for Lufthansa, specializing in remote CRM-Systeme usage and coaching new team members. Currently with UCC on the TIER/Dott project, he provides multilingual customer support across Europe, focusing on efficient case resolution and data protection. Igor is skilled in Kundensupport, CRM tools such as Zendesk and Salesforce, Verkaufskompetenz, and precise, multilingual communication.
Experience
Senior Support Specialist – Projekt Lufthansa
Yoummday · 2021 — 2024Managed customer inquiries for Lufthansa within the Yoummday project, operating entirely from a home office via phone, email, and chat. Processed complex customer requests, including bookings, rebookings, cancellations, luggage issues, and service inquiries. Addressed escalations while providing assistance to premium and frequent flyer customers with the highest service quality and professional communication. Ensured compliance with Lufthansa standards and quality guidelines to deliver an exceptional customer experience.Customer Support Specialist – Projekt TIER / Dott
UCC - United Call Centers · 2024 — PresentHandled customer inquiries from across Europe for the TIER / Dott project, operating entirely in a home office via email, live chat, and incoming calls. Specialized in providing support to German-speaking customers (Germany, Switzerland, and Austria), while simultaneously managing emails and live chats in various European languages. Assisted users with rides, payments, technical issues, app usage, and general service inquiries. Ensured friendly, professional, and solution-oriented communication to guarantee high customer satisfaction.B2B Sales & Customer Support – Projekt SALT
Teleperformance · 2018 — 2020Served business clients (B2B) for SALT, a prominent telecommunications provider in Switzerland and Liechtenstein. Addressed customer inquiries regarding mobile, internet, and connectivity solutions through phone and email. Concentrated on revenue enhancement by providing targeted product recommendations, contract renewals, and customized business solutions. Maintained high customer satisfaction through efficient, solution-focused, and personalized service in German and English.B2C Customer Care Agent – Projekt SALT
Teleperformance · 2016 — 2018Provided customer support for SALT, a leading telecommunications company in Switzerland and Liechtenstein. Assisted private customers (B2C) with inquiries related to mobile, internet, and TV services via phone, email, and chat. Handled billing issues, technical problems, contract matters, and product information with precision and professionalism. Ensured a high level of customer satisfaction through effective communication in German and English, facilitating efficient problem resolution and a positive brand experience.
Skills & Expertise
Education
- Commercial qualificationKV Zurich Business School · 2013 — 2016
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