Hire a Remote Customer Service Team Lead from Greece

About me

As a Customer Service Team Lead at ModSquad, I lead a team of advisors who provide exceptional customer service in English and Turkish through various channels, such email, and live chat. I ensure that our team meets the highest standards of quality, accuracy, and efficiency, and that we deliver first-contact resolutions to customer inquiries and issues. I also maintain a thorough QA process and give feedback to advisors, focusing on their knowledge, TTFR, ToV, and motivation.

With more than three years of professional experience in customer service, I have developed a strong set of skills and competencies that enable me to excel in my role. I am tech-savvy, detail-oriented, and proficient in content moderating, with a keen eye for detail. I am also certified in Python, which allows me to handle complex and technical customer queries. Moreover, I am passionate about building strong relationships with customers and inspiring confidence and satisfaction. My goal is to provide a seamless and positive experience for every customer and to empower my team to do the same.

Professional area

Customer Support

Skills

Customer and Client Support Customer Care Customer Success Operations Management Quality Assurance Salesforce Team Leadership Team Management Zendesk

Education

2014-2018 Translation and Interpretation (English) @ Marmara University

Experience

November 2022 Customer Team Service Lead @ ModSquad

– Leading advisors, providing guidance and support to ensure top-notch customer service delivery
– Keeping advisors up-to date with changes and updates
– Maintaining thorough QA process and giving feedback to advisors by placing emphasis on knowledge, TTFR, ToV and motivation
– Identifying and addressing issues & questions of customers
– Building the bridge between advisors and management in terms of any technical issues, work-related questions and doubts related to workflows

September 2021 - November 2022 Customer Service Specialist @ Modsquad

– Delivering exceptional customer service in English & Turkish as a T2 advisor
– Experienced in various channels such as live chat, email and phone support
– Tech-savvy, detailed oriented, having excellent writing & speaking skills, positive, solution focused, open to constructive feedback

December 2020 / August 2021 Call Centre Agent @ Turk Telekom / AssisTT

During my time as a call center agent for Turk Telekom, the biggest internet and mobile service provider company in Turkey, I had the opportunity to work with a diverse range of customers and provide them with exceptional service in both English and Turkish languages.

My daily tasks: answering inbound calls, creating tickets, and resolving customer issues in a timely and efficient manner.

During that time, I developed excellent communication skills and was able to work collaboratively with my colleagues to provide the best possible service to our customers. I gained extensive knowledge of internet service and was able to explain complex technical concepts in a clear and concise manner.

My experience at Turk Telekom has taught me the importance of being patient, empathetic, and solution-oriented when dealing with customer concerns. I am confident that my skills and experience make me a valuable addition to any customer service team.