• Provided exceptional customer service and technical support to B2B clients via Intercom, resolving inquiries promptly.• Troubleshot technical issues efficiently, ensuring customer satisfaction and retention.• Stayed informed about product knowledge and best practices to enhance overall customer experience.

Adhere rigorously to financial regulations and compliance standards, ensuring that all customer interactions and transactions are conducted in full accordance with legal requirements and security protocols, including submitting claims, such as charge disputes or fraud reports, and guiding customers through the resolution process.

Served as the second level of support for Telstra customers, specializing in handling escalated complaints and challenging issues related to consumer and business accounts, including mobile, internet, and telephone services.Expertly managed an average of 5 cases daily, conducted thorough investigations and analyzed escalated complaints, collaborating closely with front-line support teams to identify root causes and develop strategic solutions. Successfully resolved complex issues, contributing to enhanced customer satisfaction.

Engaged in real-time live chat and messaging support to assist Telstra customers with inquiries and issues related to consumer and business accounts, covering mobile, internet, and telephone services.Proactively identified opportunities for soft sales during customer interactions, effectively promoting Telstra’s value-added services and offerings to enhance customer satisfaction and revenue generation while maintaining a customer-centric approach.

Taking inbound calls, assisting customer related to various concerns such as billing and troubleshooting mobile devices.