• Worked closely with the COO and Sales Manager by presenting weekly customer service reports, seeking approval for processing refunds and credit requests, and consulting complicated issues raised by our clients.

 

• Processed payments for clients purchasing learning resources, created license agreements for these clients and delivered their learning resources once completed.

 

• Coordinated with a third-party company to ensure that everything has been settled and processed according to the client's request.

 

• Trained a colleague for the Customer Service Role and organized the company's training plan for this role.

 

• Created several email templates to respond to clients' concerns and sent regular updates to clients to ensure that they are kept informed.

 

• Followed ticket response and resolution processes to ensure that clients' feedback was addressed in a timely and efficient manner within the company's SLA.