Hi There !
My name is Jean-Francis Ngan, multilingual (French & English) customer representative. I am very involved in support / customer service projects and have a great experience in phone support, email and chatting. I have worked in contact centers here in Germany and I have also worked for many clients whose missions focused on customer support. About my expertise in customer support, I worked a lot for Online Stores by immersing myself in ecommerce platforms such as Shopify, Magento, Intercom and Zendesk.
Regarding Shopify, I worked a lot as a support agent and my role has always been to:
- Give customers information by checking their tracking numbers
- Make discounts, gift certificates, bonuses when customer orders have exceeded delivery times.
- Proceed to cancellations and refunds of customers who felt frustrated and dissatisfied due to late delivery
- Provide customer service via Live Chat and offline
- Enter new customer tracking numbers when their orders have been reshipped.
As for the other platforms such as Zendesk, I provided the live support service by receiving customer ticket management, on Intercom, almost the same thing and on Magento, it was much more customer orders .
I also worked as a Francophone moderator on Facebook and my role consisted of moderating the customer's Facebook page and answering customers' questions about information about products and services and also about their orders.
Best regards,
Jean-Francis Ngan