Customer Support Specialist | Virtual Assistant
Cebu
Hi, I'm Chris, a dedicated Virtual Assistant with 4 years of experience in customer service under the SiriusXM account. I specialize in customer support, email and chat handling, data entry, appointment scheduling, and administrative tasks. I am detail-oriented, a fast learner, and committed to helping businesses improve customer satisfaction and streamline daily operations. I am looking for a long-term opportunity where I can contribute to the growth of your business.
Concentrix, full_time
Dec 2021 to Feb 2026
Assisted customers with processing payments, updating account information, and resolving billing inquiries accurately and promptly. Performed troubleshooting to identify and resolve service-related issues, ensuring minimal disruption and a positive customer experience. Utilized active listening and problem-solving skills to understand customer concerns and provide appropriate solutions tailored to their needs. Managed customer retention by addressing complaints, resolving issues, and offering suitable products or service options to increase customer satisfaction and loyalty. Identified sales opportunities by recommending relevant products, upgrades, and promotional offers based on customer needs, consistently contributing to sales and revenue goals. Educated customers about account features, services, policies, and billing details to improve their overall experience and understanding of the company's products. Documented customer interactions accurately in the CRM system while adhering to company policies, quality standards, and compliance requirements. Collaborated with internal teams when necessary to ensure timely resolution of complex customer concerns. Consistently met or exceeded key performance metrics, including customer satisfaction, call quality, productivity, and first-call resolution.