Hey guys,

I see a lot of thread for different professionals on Nairaland, I believe that we have customer service professionals in the house.

Please share your experience, comments and suggestion here.

You can simply start by introducing yourself, and the environment you work in, not necessarily your organisation details

Like they say, customers are always right. However we at the other end of the phone line know that this is never the case.

Whether you're just there to make customers feel better about their day or you're in the technical side of things, I believe we can share ideas and learn from each other as different companies have different standards when it comes to customer satisfaction.

Personally I am a Technical support engineer with an international software company, and having to deal with customers from a totally different culture has been challenging as well as rewarding. At my company we believe in delivering the WOW Experience, these guys take support to a whole new level.

Customer support managers are also welcome to share their experience on the job and advice on relevant certifications and training.

I hope to hear from you guys.

I'm a Customer Service Professional and I love what I do. It could be challenging sometimes, especially when dealing with difficult customers, but I've come to enjoy even those encounters. It's a shift job and that's where I have the MOST challenge @kaycodes

Creamychic:
I'm a Customer Service Professional and I love what I do. It could be challenging sometimes, especially when dealing with difficult customers, but I've come to enjoy even those encounters. It's a shift job and that's where I have the MOST challenge @kaycodes

Welcome to the club.

With my introverted personality, I never felt I would love dealing with people that much until now. Maybe it's because of the environment where I work or something, but there is something about being able to help people that keeps me going.

As for the challenges, yeah the timing can be awful sometimes, personally my schedule, although not shift based, but is also a bit difficult as I have to work during US Eastern Standard Time.

One of the beauty of supporting people in my role is, I learn something new each day.

Someday we can compare notes on our organisations approach to support in line with international best practices.

So basically what certifications are you aiming for... Am personally planning to take the ITILv3 Intermediate certifications now. As am working towards a management role.

Being able to help people keeps me going too. Plus nothing can compare to that feeling of satisfaction after resolving an issue that seemed liked a tough nut. I enrolled in a customer service institute and took some courses that led to a Customer Service Professional certification. I'm also considering ITIL, though I'm not in the technical support field @kaycodes

kaycodes:


. Am personally planning to take the ITILv3 Intermediate certifications now. As am working towards a management role.

Kaycode can I do a self study of ITILv3 and pass the exam when I enroll ?
How can I get the e-book material or dumps?

@creamychic, yeah I think you should consider ITIL its not really focused on technical folks. Its really more about understanding SLA and support deliverables.

What is expected from each tier or level in a support organisation....

Could you please share hiwbyour organisation measures KPI of support personnel? I believe that is usually a main driver in ensuring quality support deliverables.

@Kingteller, yeah you can self study... I did that as well and am also gonna follow the same approach. I wrote mine at the British council. The exam for the foundation level is really easy to do.

Please let me know if you need further information.

kaycodes:
@Kingteller, yeah you can self study... I did that as well and am also gonna follow the same approach. I wrote mine at the British council. The exam for the foundation level is really easy to do.

Please let me know if you need further information.

Yes, I need further info, the e-book, how do I get it?

KPIs are measured by Agent Schedule Adherence, Service Level Agreement, Quality Rating, Average Handling Time, and first call resolution.

we get daily, weekly and monthly reports. If a representative gets below 85% for 3 consecutive months, he/she gets called out. You might even get a warning mail, depending on how bad the performance is. @kaycodes

KINGTELLER:

Yes, I need further info, the e-book, how do I get it?

I'll go through my hard drive over the weekend, I believe I should have that book somewhere.

Creamychic:
KPIs are measured by Agent Schedule Adherence, Service Level Agreement, Quality Rating, Average Handling Time, and first call resolution.

we get daily, weekly and monthly reports. If a representative gets below 85% for 3 consecutive months, he/she gets called out. You might even get a warning mail, depending on how bad the performance is. @kaycodes

For us we have a weekly ticket target.

KPI's are measured through customer's assessment of their support experience. It's a perform or quit kind of environment.

The beauty is you get to know where you stand on a daily basis, and there are willing colleagues and managers to help you develop into top notch talent.

Okay, if ya'll are interested in joining my company and if you got the required skillset, then I encourage all to apply.

Are you ready to join the 1% of global talent?

Then this role might be a good fit if you can meet the requirements.

Apply for a customer support position at Crossover for work.

https://www.crossover.com/x/#/redirect/job/679

Follow the link for full Job description.

A passing knowledge of Java programming language is required. Plus 3 years experience is required.

This role is with DevFactory. Performance is always rewarded at DevFactory.

$40,000 dollars per annum

KINGTELLER:


Kaycode can I do a self study of ITILv3 and pass the exam when I enroll ?
How can I get the e-book material or dumps?

You can get ITIL DVD Video tutorial and Exam questions from www.examdeal.net

I am a Customer Care Rep in a BPO. Which relevant IT certification can I get to boost my career?

Eddodoh:
I am a Customer Care Rep in a BPO. Which relevant IT certification can I get to boost my career?

You can take ITIL certification , then take Microsoft office certification .

Get all materials from examdeal.net

examdeal:


You can take ITIL certification , then take Microsoft office certification .

Get all materials from examdeal.net

Thanks. I saw your Training Videos on examdeal.com and it's interesting. However, some pple advised I practice on my own b4 seeking certification.

I will appreciate your sincere advice.

Eddodoh:

Thanks. I saw your Training Videos on examdeal.com and it's interesting. However, some pple advised I practice on my own b4 seeking certification.

I will appreciate your sincere advice.

It's always good to practice before attaining certification.

Certificate is a show of proof.

While knowledge gained through constant practice is a show of competence... That's just my opinion.

kaycodes:


It's always good to practice before attaining certification.

Certificate is a show of proof.

While knowledge gained through constant practice is a show of competence... That's just my opinion.

Thanks

kaycodes:


It's always good to practice before attaining certification.

Certificate is a show of proof.

While knowledge gained through constant practice is a show of competence... That's just my opinion.

You hit the nail on the head! ha! Did you come out with this quote from your head or you copied it.

examdeal:


You hit the nail on the head! ha! Did you come out with this quote from your head or you copied it.

Well that was from my head...

Thanks .

Well not to just share experience, also sharing opportunities.

If you're up for the challenge

Versata is recruiting

https://www.crossover.com/x/#/redirect/job/384

All the best as you apply.

Here is another opportunity for professionals and aspiring IT CS peeps.
https://www.controlrisks.com/en/careers/africa

Service delivery analyst role.

Thanks for sharing your experience, if there is anything I have learnt on the job, it's that customers have the right to be angry, and dealing with angry customers is a skill that you must develop.

I remember screaming at a GTB customer service rep one day only to start apologising to her at the end of the call because the issue was obviously not her fault.

One rule of thumb I follow is "treat others how I like to be treated"

Customer service has got to be the most difficult job ever especially if it's in technical support, then you're in some real ish, trying to balance troubleshooting with managing angry folks.

I've got an example coming right up....