Online Customer Service Job Response/Cover Letter

Online Customer Service Job Response/Cover Letter

Hi, I would love to work as a non-voice customer service representative for your online e-commerce site. Here is how I would address the listed tasks:

-Reading tickets and sorting them by topic and order importance

It would have been helpful to know what CRM system you were using but learning it should not be an issue. If you already have a classification or categorization system in place I would use it but I would consider unshipped products, VIP concerns, cancellations to be some paramount concerns that need to be resolved ASAP.

-Checking on basic issues related to the customers' order and responding with extreme kindness and discretion.

A delightful customer service experience can be helpful in promoting both customer satisfaction as well as prevent people from moving to the retention cue. A warm response to an issue and responding with some action to immediately solve the problem can be a one-two punch that customers would love.

-Researching the client and assessing if they are a VIP (we have a lot of clients that are top executives in the world's largest companies).

Customers are not created equal, some are valued more by the establishment and some are ordinary. That said, there is a sufficient amount of attention given to all customers which I will ensure and to that I will add a bit more for the VIPs. Tagging these VIPs may be something worth taking time to correctly identify in order to mitigate any embarrassing mishap, like an Oprah situation.

-Understanding basic troubleshooting options for our product.

It will take some time to understand the basic troubleshooting options for your product but a week or so should be sufficient. 

-Retention of clients who are interested in a refund, if possible.

Retention is always possible and a company that does not bother is missing out on a resource. I was involved in the retention campaign for a dial-up ISP company and I even handled escalation concerns. You can just imagine how we were fighting a losing battle with dial-up ISP but we managed to get an 83% retention rate on our best month and the worst performance was 59%. The advancement of technology was just something we could not stop and to add to that it was getting cheaper as the minutes went by. 

You are the perfect candidate if you 

1) you enjoy solving problems on behalf of others 

This I genuinely love to do.

2) You are obsessive about your spelling. 

I would not categorize myself to be obsessive but I do try to do error free work.

3) You enjoy and respect the fact that doing customer service is often intertwined with the customer's life (a wedding, a graduation, a family gift, etc... is often what our customers want our product for).

A customer is not a support ticket or just another voice on the line but a person and should be treated as such. 

I hope I have provided enough information for you to make an informed decision but you can always know more about me through the links listed below:

http://normansodeskblog.blogspot.com/

http://odesk-writing-samples.blogspot.com/

http://my-recipe-repository.blogspot.com/ 

http://prepper-pupil.blogspot.com/

I can start immediately.

Thanks, 

Norman