Hi There !
My name is Jean-Francis Ngan, multilingual (French & English) customer representative. I am very involved in support / customer service projects and have a great experience in phone support, email and chatting. I have worked in contact centers here in Germany and I have also worked for many clients whose missions focused on customer support. About my expertise in customer support, I worked a lot for Online Stores by immersing myself in ecommerce platforms such as Shopify, Magento, Intercom and Zendesk.
Regarding Shopify, I worked a lot as a support agent and my role has always been to:
- Give customers information by checking their tracking numbers
- Make discounts, gift certificates, bonuses when customer orders have exceeded delivery times.
- Proceed to cancellations and refunds of customers who felt frustrated and dissatisfied due to late delivery
- Provide customer service via Live Chat and offline
- Enter new customer tracking numbers when their orders have been reshipped.
As for the other platforms such as Zendesk, I provided the live support service by receiving customer ticket management, on Intercom, almost the same thing and on Magento, it was much more customer orders .
I also worked as a Francophone moderator on Facebook and my role consisted of moderating the customer's Facebook page and answering customers' questions about information about products and services and also about their orders.
Regards