I’m a German-speaking Customer Service Agent for the Zalando account at Teleperformance, an outsourced call center. In my role, I support Zalando customers by answering questions and resolving issues to ensure a smooth, positive experience. I interact with customers through phone, email, and chat, always aiming to meet high standards of customer satisfaction.Here’s a breakdown of my responsibilities:Customer Assistance: I answer inquiries about orders, product availability, sizing, and Zalando’s policies, ensuring customers get clear and accurate information.Order Processing: I handle order changes, cancellations, and confirm tracking information so customers can keep up with their purchases.Returns and Refunds: I guide customers through the return process, handling exchange requests and processing refunds in line with Zalando’s policies.Complaint Resolution: I listen to customer complaints, resolve issues efficiently, and escalate cases when necessary, working to provide a positive outcome.Documentation: I maintain detailed and accurate records of every customer interaction in Teleperformance’s CRM system for reference and quality assurance.Performance Metrics: I consistently meet or exceed service targets, including response time, customer satisfaction, and first-contact resolution rates, which helps maintain high service quality on the Zalando account.

I evaluate the credit worthiness of the loan applicants by processing their applications and documents.I interview the applicants to determine their financial eligibility and feasibility of granting loans.I determine the applicable ratios and metrics, such as debt-to-income ratio, loan-to-value ratio, and credit score, and set up debt payment plans.I communicate with the applicants to request or provide information, such as loan status, missing documents, or additional requirements.I justify their decisions (approvals or rejections) and report on them to the bank management and the applicants.I complete the loan contracts and counsel the applicants on the policies and restrictions of the loans.l update the account records and review the loan files for accuracy and completeness.I assess the customer needs, explore all options, and introduce different types of loans, such as personal loans, business loans, or mortgages.I develop referral networks, suggest alternate channels, and cross-sell products and services to achieve their quotas and goals.

►SCOPE◄Provided telephone and chat support for 1,000,000+ customer accounts ► ACHIEVEMENTS ◄•Becoming the top performer in February, March, and April with a score of 90/90, the first in Q1 with a score of 88/90, and the first in Q2 with a score of 90/90.• Achieving a 95% PRR (positive response rate) rate per week• Achieved an average call time of 7 minutes, meeting the corporate target of 8 minutes.• Scoring 92% adherence every week, exceeding the corporate target of 90%.