Hi, I’m
Rahul Bakshi
Customer Service Officer
Perth,WA
Summary
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Overview
7
years of professional experience
1
Certification
Work History
GME
Customer Service Officer
07.2023 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Linfox Logistics
Customer Service Manager
04.2022 - 05.2023
Job overview
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with IT department to streamline customer data management.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Designed incentive programs to motivate staff and improve service levels.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Cenversa Services
Customer Service Representative
01.2022 - 03.2022
Job overview
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
EH1 Infotech Pvt. Ltd.
IT Support Engineer
09.2018 - 10.2021
Job overview
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
Education
Guru Nanak Institute of TechnologyAmbala, Haryana
Bachelors in Computer Science And Engineering from Computer Engineering
07-2018
University Overview
- Software Development, DupleIT Solutions, 2017
- Professional Development Studies: IT Software Development and SDLC
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Documentation and reporting
- Inbound call management
- Records maintenance
- Database research
- Payment processing
- Database management
- Database maintenance
- CRM software
- Account management
- Logistics coordination
- Delivery tracking
- Technical support
- Customer service
- Customer relations
- Complaint resolution
- Computer proficiency
- Microsoft Excel
- Problem resolution
- Product knowledge
- Conflict resolution
- Client relations
- Building rapport
- Team development
- Microsoft Office Suite
- Stock management
- Coordination
- Call management
- Product and service solutions
- Microsoft PowerPoint
- Escalation management
- Order processing
- Store maintenance
- Data collection
- Information security
- Warranty service
- Spreadsheets
Certification
- Google IT Support Professional Certificate
Languages
English
Full Professional
Hindi
Full Professional
Timeline
Customer Service Officer
GME
07.2023 - Current
Customer Service Manager
Linfox Logistics
04.2022 - 05.2023
Customer Service Representative
Cenversa Services
01.2022 - 03.2022
IT Support Engineer
EH1 Infotech Pvt. Ltd.
09.2018 - 10.2021
Guru Nanak Institute of Technology
Bachelors in Computer Science And Engineering from Computer Engineering
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