Customer Service Representative

Candidate has extensive experience working with Armenian, German, and English clients, predominantly communicating with German clients. The candidate assisted in order fulfillment by handling customer orders placed in person, via email, online, and by telephone. A commitment to maximizing customer satisfaction involved promptly resolving service issues and managing product-related questions, feedback, and complaints. In the role, escalations were handled by managing complex customer issues to drive client retention and developing empathetic client relationships, consistently exceeding sales goals. Orders were processed, product orders and service upgrades issued, rapport with customers built, and accurate information provided to resolve service complaints. The candidate performed well in quality assurance evaluations, actioning feedback to drive improvement, and monitored customer surveys to develop corrective actions. Skills include logistical planning, process optimization, telephone inquiries, solution development, product organization, problem-solving, customer data management, report generation, energetic work ethic, call center experience, multi-tasking, live chat support, remote teamwork, and team leadership.

Yerevan State University / Bachelor's Degree in Economics

2015

German Speaking Customer Service Representative

Industry: IT Services and IT Consulting

Sep 2015 - Jun 2023

• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.

• Maximised customer satisfaction by resolving service issues promptly.

• Assisted customers with product-related questions, feedback and complaints.

• Addressed customer service enquires quickly and accurately. 

• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

• Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.

• Processed and issued product orders and service upgrades for customers.

• Built rapport with customers through courteous and professional communications.

• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.

• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

• Monitored customer surveys and feedback to develop corrective actions for service-related issues.

• Resolved customer queries over phone and by email.

• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.

• Input customer information, call notes and personal data onto internal database.

• Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.

• Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.

• Processed cash and card payments during busy shopping periods, limiting customer wait times.

• Upheld privacy and security requirements established by national legislation.

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

• Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.

• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.

German to English Translator

Industry: Undisclosed

Apr 2018 - Apr 2023

Geneva, Switzerland

• Monitored translation quality of contractors and external providers.

• Commissioned external translation services for specialist projects.

• Translated live recordings in real-time with accuracy and composure.

• Checked phraseology with technical staff to deliver correct translations.

• Consulted with specialists to obtain information on technical information translation.

• Worked with sensitivity across emotive translation topics and circumstances.

• Obtained information on appropriate terms, phrases and words from specialist dictionaries.