Tomas I.

Customer Service | Copywriter | Microsoft Office 356 Specialist

A dedicated and results-driven Customer Service Professional with over 9 years of experience in providing exceptional support and service across various industries, including [retail, telecommunications, tech, healthcare, etc.]. Skilled at managing customer inquiries, resolving complaints, and providing tailored solutions to ensure customer satisfaction and retention. Known for my ability to empathize with customers, handle difficult situations with patience, and deliver timely, high-quality responses that meet both client and company needs. Proven track record in building long-term customer relationships, improving service processes, and contributing to a positive brand reputation. Fluent in English and Portuguese and highly proficient with CRM tool. Clear Communication Skills This may seem obvious, but you’d be surprised how many customers struggle to communicate with their customer service representative. In fact, 33% of clients say that efficiently answering questions is the most important skill that a customer service agent can have. Mumbling, losing focus, or using unclear language can be the source of many dissatisfied customer experiences. Your agents can be the most empathetic, professional, and positive people in the business, but they also must be able to communicate well with customers. Hire good communicators and commit to training everyone on your customer service team. Self-Control To piggyback on a well-known truism, working in customer service is like a box of chocolates: You never know what you’re going to get. It could be an irate customer one minute, a completely confused person the next, or a perfectly patient customer who turns around and criticizes your company on Facebook. In a world where a single negative social media post about your company has as much impact on buyer decisions as five positive ones, that’s a pretty big deal. As stressful and anxiety-inducing as customer service can be, your reps need to have self-control — even when your customers don’t. They need to remain calm even when attacked, positive when faced with pessimism, and professional when a customer gets personal. There are very few consequences for a customer when they blow up at a rep. The consequences of not having self-control when interacting with a customer, however, are often irreparable.