Ahmad I

Customer Support Officer

Ufone

Sep 2023 - Mar 2024 • 6 mos

Delivered high-volume customer support through voice and chat channels, assisting customers with telecom and account-related issues. • Resolved SIM activation, ownership changes, billing, network, service and account-related concerns while maintaining a strong focus on first-contact resolution. • Provided technical troubleshooting for mobile services, including APN configuration, mobile data, roaming and device-related connectivity issues. • Investigated customer complaints, identified root causes and provided clear step-by-step solutions or escalated complex cases when required. • Maintained accurate customer records and case documentation using CRM and support systems. • Consistently worked toward key KPIs including CSAT, FCR, AHT, SLA and quality scores. • Handled sensitive customer information professionally while following telecom policies, procedures and verification requirements. • Achieved a strong resolution rate while maintaining professional communication and customer satisfaction.

Customer Service Representative

Abacus International Training and Consultancy • Período integral

Feb 2023 - Oct 2023 • 8 mos

Managed 150+ customer interactions daily across voice, chat and email channels, providing timely and professional customer support. • Assisted customers with account, booking, service, payment and general platform-related issues. • Investigated customer concerns, identified appropriate resolutions and ensured cases were handled through to completion. • Handled frustrated and difficult customers using active listening, empathy and structured problem-solving techniques. • Maintained accurate case notes and customer information through CRM and support systems. • Worked effectively within service-level targets while balancing customer experience, response time and operational requirements. • Supported first-contact resolution by identifying customer needs quickly and providing clear, accurate solutions. • Collaborated with internal teams to escalate complex cases and follow up until resolution. • Consistently followed quality, compliance and customer-service standards in a high-volume environment.