Zed Cocks
Morley,WA
Summary
Experienced customer service representative with 9 years of Zendesk ticketing, complaint resolution, and escalation handling. Known for calm communication, accurate issue resolution, and strong written support.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Kakao games eu/us
02.2016 - 01.2025
- Managed support tickets through Zendesk to ensure timely resolution. through Zendesk-style case queues and live chat channels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Addressed community complaints with calm, professional communication via email and chat, fostering positive customer interactions.
- Resolved billing and login issues for Kakao Games Europe and U.S. users.
- Clarified game policies to customers to ensure understanding and compliance., promotions, and account rules to English-speaking customers.
- Reviewed purchase refunds and payment disputes for mobile and PC game services.
- Escalated technical bugs and service outages to internal game operations teams.
- Maintained documentation of customer contacts to analyze service trends and resolution notes.
- Coordinated with localization teams to clarify translated messaging for regional players.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Cultivated strong customer relationships through personalized assistance and support, encouraging repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Utilized probing questions to gather information for effective service delivery. to determine service needs and accurately input information into electronic systems.
- Solicited customer feedback to inform enhancements in service offerings. through surveys to identify service enhancements and inform improvements.
- Pinpointed opportunities for improvement in service processes to boost effectiveness. in customer service processes and suggested changes accordingly.
Education
Certificate of Technical Studies - Network And System Administration
Swan Tafe
Perth01-2006
High School Diploma -
Hampton Senior High School
Perth Morley01-2005
High School Diploma -
Kambalda Senior High School
Kambalda, WASkills
- Zendesk ticketing
- Customer service
- Complaint resolution
- Issue resolution
- Escalation handling
- Account support
- Data entry
- Computer literacy
- Computer fundamentals
- Time management
- Problem solving
- Written communication
- Team collaboration
- Empathy and patience
- Team collaboration
- Computer literacy
Timeline
Customer Service Representative
Kakao games eu/us
02.2016 - 01.2025
Certificate of Technical Studies - Network And System Administration
Swan Tafe
High School Diploma -
Hampton Senior High School
High School Diploma -
Kambalda Senior High School