Isobella Ziviani
Brisbane,QLD
Summary
Proven Customer Service Representative at IGA, excelling in building customer relationships and resolving inquiries with a friendly demeanor. Achieved high satisfaction rates through effective communication and problem-solving skills. Skilled in product knowledge and service excellence, backed by comprehensive training from Metcash Training Academy. Demonstrates exceptional time management and a commitment to continuous learning and improvement.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
IGA
Cleveland, Queensland
02.2022 - Current
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Provided accurate information about products and services to customers.
- Developed strong customer relationships to encourage repeat business.
- Strengthened customer retention by offering discount options.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer inquiries via phone, email, and chat.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted available products and services to customers during service, account management and order calls.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
Associate of Arts - Creative Writing
Queensland University of Technology
Brisbane, QLD12-2028
High School Diploma -
Cleveland District State High School
Queensland12-2024
Skills
- Metcash Training Academy - Successfully completed Customer Service Excellence Course
- Metcash Training Academy - Successfully completed IGA Induction Course
- Metcash Training Academy - Successfully Completed Level 2 Food Handling and Processing & Assessment Course
- Metcash Training Academy - Successfully completed Cigarettes & Tobacco Products Course
- Metcash Training Academy - Successfully completed Level 1 Food Safety Basic & Assessment Course
- Metcash Training Academy - Successfully completed Bullying & Harassment for Team Members Course
- Metcash Training Academy - Successfully completed WH&S and Manual Handling Course
Affiliations
- Reading
- Going to Movies
- Spending time at the beach
Timeline
Customer Service Representative
IGA
02.2022 - Current
Associate of Arts - Creative Writing
Queensland University of Technology
High School Diploma -
Cleveland District State High School
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