Dear Hiring Manager,
I have found this job post in which I’m very interested in and would like to assist you with your project.
To answer your questions, please see below.
1. How many years experience have you had in customer service?
I have had 7 years experience working in a retail/supermarket field as a Supervisor, Checkout Operator, lotto Operator, and Barista. I have also volunteered as a Sales Assistant previously in Red Cross. My current role also work is in the medical industry where I focus on projects that involves working closely with external stakeholders for over 3 years. Because my current role involves a lot of communication via emails as well, I have excellent written communication skills and this has enabled me communicate ideas and solve problems effectively in a written form.
2. Have you done online chat with customers?
Unfortunately I have not, but with my current and previous experience, Email communication has played a big part of my project work to solve problems and communicate with external stakeholders. This has helped me build my written communication skills to a high extent.
3. How many hours a week would you be available?
10-15 hours a week
4. Have you worked as a customer service person for mobile applications?
No
5. What industries have you worked in delivering customer support?
Retail and Medical industry.
6. Tell me about a time when you helped resolve a particularly difficult customer issue.
In my current role, I work on clinical trial projects and this involves processing financial expenses for the vendors. There was an expense I had to process for our client and unfortunately I couldn't reimburse some of the expenses as it didn't align with the company's policy. I had to advise the client of the issue straight away. However, she was not happy about it and was very angry because she was not informed of this. She became difficult as she demanded for the expense to be reimbursed. I had to push back and reject her expense reimbursement. I explained the reason why I couldn't reimburse the expense for her due to the company's policy. I showed my way of communicating this information to her in the first instance which I found have eased her to understand the rationale as it wasn't communicated to her on the first place. I also advised the management team of the situation due to the lack of communication of the situation. I also apologised to her for the lack of communicating the information to her in the first place. She saw the rationale behind the situation and she thanked me for my explanations and quick reponse to her calls. I found that it is best to deal with the problem straightaway and to explain the information to the customer in a clear manner, listen to their concerns, be sympathetic and offer them a solution before it esclates.
7. What do you enjoy about working in customer service?
I enjoy helping people, the satisfaction when you help them find their needs is a great feeling. I enjoy the variety interactions with a diverse group of people. I also love problem solving and going out of my way to find a solution for them is a great satisfaction. This is how I would like to receive customer service as well so I always like to put myself in people's shoes.
Please feel free to contact me directly to discuss this position further.
Thank you for your time in advance.
Kind Regards,
Samara Al Badri