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Customer Service Analyst at Newtech Global
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Competencies
Expert in managing customer inquiries, resolving issues, and ensuring positive client experiences.
Proficient in diagnosing and resolving technical issues related to devices and systems.
Skilled in organizing and tracking customer cases to ensure timely resolution.
Accurate in recording and updating customer data to maintain system integrity.
Education
Languages
Summary
Dedicated customer service professional with experience in handling refunds, exchanges, and technical support in a fast-paced environment. Skilled in case management, CRM systems, and client communication, committed to delivering exceptional service.
Key Achievements
- Processed exchanges and refunds efficiently, ensuring customer satisfaction and adherence to company policies.
- Managed high-volume customer interactions via calls, emails, and chats, improving response times and resolution rates.
- Handled escalation cases with professionalism, reducing resolution time and enhancing client trust.
- Utilized CRM systems to streamline case management, increasing team productivity.
Experience
Customer Service Analyst – Exchanges & Refunds Department (Samsung Account)
Processed exchanges, refunds, and compensations for defective devices.. Performed refund calculations according to company policies.. Assisted customers via inbound calls, outbound calls, email, and text messaging.. Maintained accurate data entry and account updates.. Ensured customer satisfaction through clear guidance and issue resolution.. Managed escalated cases reaching Samsung’s Corporate Office.. Processed exchanges, refunds, and policy exceptions to balance customer satisfaction and company policies.. Performed customer follow-ups to ensure full case resolution.. Coordinated repair appointments and service center communications.. Handled internal escalations and case investigations with multiple departments.. Assisted with BBB complaints, legal-related cases, and executive escalations.. Performed device troubleshooting and detailed case documentation.