As a Senior Customer Support Specialist, I handled customer inquiries across non-voice platforms, providing clear and personalized assistance. As the first point of contact, I guided customers on products, processes, terms, and conditions, ensuring a smooth and informative experience. I actively promoted ongoing marketing campaigns through effective upselling strategies. In handling various cases related to the organization's service, I addressed technical inquiries about the e-sports industry. My strong skills in customer service and escalation have been a key factor in supporting the team with a wide range of operational concerns. I also assessed the urgency of cases and escalated issues appropriately to relevant departments.
