Customer Service Specialist

Был больше месяца назад

130 000 ₽

26 лет (родился 06 декабря 1998)

Москва

Занятость

неполный рабочий день

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 3 года и 4 месяца

- Февраль 2021 – декабрь 2021
- 11 месяцев
Customer Service Specialist
AliExpress
Обязанности и достижения:
Main Challenges: ‐ Identification of platform users' problems ‐ Search for users' pain points ‐ Optimization of processes of the Customer Service Team. Development and implementation of a large‐scale compensation process. As a result, automation of processes, the delegation of tasks to chat‐support agents, making edits to the User Agreement. Testing theories of changing the approach to CS work. As a result, new tasks were added to the daily priority, which significantly accelerated the processing of requests. ‐ Solving appeals by subject. First: Registration, Logistics, Legal Issues, Publication, Finance, Promo. Then: the expert of the Key theme. ‐ An expert in one of the most difficult areas (top 2): the number of requests was reduced by 12 times, the processing time of requests was reduced by 7 times. An Expert Team has been created in the chat support department. ‐ Work with chat support agents, 6 people in my team. Optimization of the agents' work: training meetings, expansion of the functionality of employees, mistakes correction, tasks delegation, information collection (suggestions for the platform improvement + pain points of sellers). - Cooperation with developers. Transferring customer wishes to improve the platform. Identifying and fixing customer pain points. ‐ Work with the Product Developer Team. Making projects, reviewing proposals for improving the platform. As a result, sellers' interconnection with the platform was simplified, the localization of the account, the optimization of tools, significantly improved and simplified them. ‐ Interaction with the IT department. Informing about errors, preparing requests to the Chinese office, interacting with developers. Creating a process for distributing requests. As a result, a significant acceleration of the resolution rate. ‐ Communication with Partner Relations Managers: solving urgent problems of sellers, delegating tasks, data collecting on sellers. ‐ Work with the AliExpress sellers. Creating projects, solving problems, collecting suggestions for improving the platform. ‐ Created educational programs for newcomers and agents. Preparation of training materials, writing instructions for working with tools, solving problems. Made a list of employees and their responsibilities. ‐ Interaction with colleagues from the China office. Information exchange, localization of tools, acceleration of solving problems of marketplace users. ‐ A complete and individual solution of financial Tech. Mistakes.
- Октябрь 2019 – февраль 2021
- 1 год и 5 месяцев
Customer support representative
Alliance Telecommunications
Обязанности и достижения:
Main Challenges: - Work only with foreign customers (the USA, Europe, South America, Canada etc.) - Regulate conflict situations with US and EU residents; Consult on delivery, transactions, custom issue, etc. - Interaction with Shipping and Financial Departments; - Customers' issues solving via chat and email; - Work with Databases. Achievements: - The employee of the month; - I have created the script for communication in Engish. It was established.
- Апрель 2017 – апрель 2018
- 1 год и 1 месяц
Assistant Organizer
International Documentary Film Festival "DOKer"
Обязанности и достижения:
The event takes place once a year. Meeting and accompanying guests of honor. I had a group of more than 10 people (directors, actors etc.); Writing and translating the subtitles for the movies; Interpreter.
- Октябрь 2017 – октябрь 2017
- 1 месяц
Translator
AcademConsult, Москва
http://academconsult.ru
Обучение иностранным языкам
Обязанности и достижения:
It was the Exhibition of American Schools. Time event. I translated from English to Russian and from Russian to the English language. Consulted people on American School in State Maine USA.

Образование

- Высшее образование
- 2020
Griboedov Institute of International Law an Economics, Moscow
Факультет: Linguistic Support of the International Relations
Специальность: Linguist Translator

Обо мне

Дополнительные сведения:

Добрый день! Меня зовут Филипп. Мне 22 года. Полностью готов к работе, Стрессоустойчив, коммуникабелен, инициативен и люблю работать в команде. Люблю изучать английский язык; Хочу направить свою активность и находчивость в развитие компании с целью расширения кругозора и улучшения своих жизненных условий!!! Ведение переговоров, Умение работать в команде, Способность к обучению, Желание зарабатывать, Разговорный английский, Jira, Coda, Zendesk, MS Office, Atlassian Confluence, Process making in draw.io