Position: Customer support manager
Category: Support
English level: intermediate
Years of experience: 2


I was working in American company "Total Life Changes" as customer support manager.
- Responding to escalated customer support issues.
- Informing the team of all new information related to products, procedures, and trends.
- Interviewing and hiring new employees.
- Replying to urgent incoming calls and emails
- Maintaining an accurate record of all customer interactions
- Developing ways and strategies for improving customer relationships
- Designing customer loyalty programs and promotional offers

I was working in Ukrainian IT company "GoIt" as customer support manager (call centre).
-Accepting incoming calls and constant calls from our students, responding to customer requests quickly and efficiently;
-Solving customer problems;
-Management of situations arising during a conversation with dissatisfied customers;
-Managing customer requirements and expectations and ensuring their needs are met;
-Keeping records of customer discussions and tracking resolved issues;
-Listening to customer problems and providing the necessary assistance in solving them;
-Taking the initiative and using creative approaches to find solutions for clients;
-Bringing dissatisfied customers to your side by listening to their wishes and expressing sympathy;
-Working with clients who are in a state of stress and helping them;
-Monitoring work mail and formal communication with clients;
-Preparation of documents for students according to existing templates;
-Call students and solve their problems;
-Organize the transfer or freezing of students in accordance with their wishes and needs;
-Fill out relevant documents+tables+files and issue transfers and freezes;
-Resolve controversial and problematic-conflicting customer requests during call-through;
-Respond to incoming inquiries and help clients return to training;
-Call clients who have fallen behind in their studies;
-Call clients who did not make it or did not go to the project;
-Call customers who have not been contacted for a long time;
-Call clients to support them and motivate them to study.