Provide English lessons to Chinese students and professionals, as well as students who will take international exams like IELTS and TOEFL.  Assessing their progress, writing reports, analyzing their areas of opportunities and providing suggestions.

• Assist customers in placing online orders and resolve issues about delivery, complaints and refund.

• Resolve billing dispute, answer account related inquiry, enhance customer value by suggesting appropriate plans and provide technical assistance when needed.

• Assist customers in setting up their home phone, internet and entertainment TV service and troubleshooting issues that arises.

• Provide full technical support from computer set up to hardware installation. Fix operating system related issues. Provide basic support for internet connection and pre-loaded soft wares such as email client, burning soft wares, antivirus and media center.

• Answer customers’ account related inquiries, process subscription cancellation and payment request.• Walk customers through installation process for application like yahoo messenger apps and games]

• Assist customers regarding bill payments, plan changes and bill disputes. Increased customers value by upselling, and help customer reset their voicemail passcode.• Monitor live calls of agents to make sure they are following the guidelines set by the client. Send reports to the client liaison and uploading recordings to the client’s library.