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Customer Service & Complaints Specialist at Concentrix
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Competencies
Proficient in resolving diverse customer issues via chat and phone, ensuring high satisfaction levels.
Effective in articulating solutions and managing disputes in a clear, empathetic manner.
Experienced with Amazon Connect and CF1 CRM to streamline customer interactions and data management.
Skilled at analyzing issues quickly and implementing effective solutions in high-pressure scenarios.
Education
Languages
Summary
Dedicated professional with over 4 years of experience in customer service and complaints management within the banking sector. Skilled in resolving complex issues, utilizing CRM tools, and ensuring exceptional customer satisfaction.
Key Achievements
- Resolved complex banking app issues related to P2P payments, deposits, and Bitcoin, enhancing customer satisfaction.
- Handled dispute processes efficiently, reducing resolution time and improving user trust.
- Contributed to complaint resolution processes, ensuring compliance and customer retention.
Experience
Customer service representative
Resolve issues through chat and phone for a banking app ́s users regarding peer-to-peer payments, direct deposits, and Bitcoin transactions while initiating formal dispute processes for unauthorized charges and scams.. Guide users through identity verification protocols (KYC) and account recovery processes, ensuring adherence to financial regulations and data privacy politics.. Provide support, diagnosing app-related technical glitches and consistently meeting core KPIs like CSAT and resolution time.. Receive high volume of complaints through various channels such as calls, chats and social media.. Investigate the facts, review documents and previous communications to determine the validity of the complaint.. Communicate with customers via email to offer solutions, answer questions, and seek customer satisfaction.. Ensure that processes comply with legal regulations and company policies.