Customer Service and E-commerce Support Specialist

I processed more than 40 bookings, refunds, and account changes per shift while maintaining accurate Zendesk documentation. I supported customers with bookings, cancellations, account enquiries, and service requests through phone, email, and digital support channels.

I contributed to service quality improvements within a 12-agent team and helped the team meet monthly KPI targets for three consecutive months. I reduced average handling time by 20% by creating quick-reference guides for common booking and cancellation issues, while applying strong communication and conflict-resolution skills to challenging enquiries.

I handled more than 60 customer calls, chats, and emails daily, resolving 95% of enquiries on first contact and maintaining a 4.8/5 customer satisfaction score. I delivered support through telephone and digital communication channels while maintaining accurate customer records.

I reduced the escalation rate by 15% by de-escalating difficult customer situations with empathy and conflict-resolution techniques. I escalated complex matters appropriately and collaborated with colleagues to improve service quality and operational efficiency.

I provided personalized pre-sales customer support via WhatsApp and phone, answering questions about sizing, fit, fabric, delivery, and orders. I processed more than 30 online and in-store orders daily, including payment confirmation, delivery coordination, tracking, returns, and exchanges.

I managed warm leads, quotes, and abandoned enquiries through consistent follow-up to support conversions and repeat purchases. I also delivered post-purchase care, resolved fit issues and complaints, requested customer feedback, and maintained organized customer records and sales logs in Excel and order books.

I prepared more than 30 invoices per month and maintained fully accurate financial records, saving management approximately five hours per week. I supported financial administration and day-to-day office operations while ensuring compliance with company procedures and reporting requirements.

I organized more than 200 financial documents into a digital filing system, improving retrieval time by 40%. I coordinated administrative activities and maintained organized filing and documentation systems.

Key modules included Financial Accounting, Management Accounting, Auditing, Taxation, Corporate Finance, International Management Accounting, and Law.

Relevant coursework includes Financial Reporting (MFRS/IFRS), ISA and Audit Methodology, Risk Assessment, Substantive Testing, Consolidation, Taxation, and Audit Working Papers.