Kausar P.

Customer Service Expert | 95+ CCX score | Fintech & E-commerce support

Struggling with unresponsive customer service or poor customer satisfaction? Tired of freelancers who treat every ticket the same and copy-paste replies? You’re not alone. I provide personalised, efficient, and empathetic customer support that makes your customers feel heard, respected, and loyal. My background includes working with both startups and large organisations like Amazon and Revolut—where quality, compliance, and clarity matter most. Here’s what clients love about my work: 🏅 “Handled sensitive cases with accuracy—zero escalations.” 🏅 “Fast, reliable, and always calm under pressure.” 🏅 “Helped improve CSAT from 85% to 97% in one quarter.” Customer service is the face of your business. It can help you increase customer loyalty, increase the amount each customer spends on your business, increase the frequency of customers buying from you, and generate a positive reputation for your business. What I bring to the table: ✅ 3+ years of experience in customer support (chat, email, escalation handling) ✅ GDPR-compliant support handling sensitive data ✅ Tools expertise: Zendesk, Intercom, Salesforce,Jira, Confluence, Slack etc. ✅ Strong documentation and SOP creation skills ✅ Fluent in English; skilled in concise and clear messaging You’ll enjoy working with me if you often think: 🔑 “I wish someone could own this support role and just make it run smoothly.” 🔑 “I need someone who understands policy and empathy, not just scripts.” 🔑 “I don’t have time to train someone from scratch.” Here’s what I’ll do for you: 🎯 Reduce your response time and increase CSAT 🎯 Take ownership of tickets so you can focus on growing the business 🎯 Spot and close the gaps in your current support flow 🎯 Create or polish help center articles to reduce repetitive queries My Experience in Numbers: 📈 2+ years at Amazon handling critical refund and abuse prevention cases 📈 1 year at Revolut managing referral escalations and compliance chats 📈 98%+ satisfaction rate across multiple teams 📈 Trained and mentored 15+ new joiners successfully I'm particularly comfortable in working with clients in e-commerce, Direct-to-consumer (DTC/D2C), Business-to-Business(BTB/B2B), SaaS. I've worked with company giants and start-ups remotely, mainly supporting US , Asian and European market- so I get what people need, what they expect, and how to connect with them across different cultures. I’m comfortable working in any time zone—been on rotating shifts and pulled overtimes (as & when needed) supporting customers worldwide, so odd hours don’t faze me.Please check my employment history below for a detailed job description. If you would like to speak more about how I can assist you and your company’s needs, please don’t hesitate to reach out to me via inviting me to your job (I believe that this is the way for us to initiate communication. Don’t worry, you won’t be hiring me right away if you do so from what I understand).