B2B Customer Coordinator / Production Coordination
CurrentMy work contains customer coordination and also production coordination.I am specialized in outsourced chat service (Fonecta Chat), but since spring 2019 i started to gain working experience and knowledge also from web page production (Mono, Duda, Ecwid) and display marketing.In December 2019 i started to expand my know-how also to the field of search engine optimization and search engine marketing. I have created several Google advertisement campaigns and learned a lot in the field of SEO for the past few years. I have had the opportunity to look at our end to end processes in our different services. This together with the gathered experience (and different tools) it gives me the ability work fluidly in our company. My goal is to learn more everyday and to provide the best service possible to the customers.What is Fonecta Chat?We are a customer service partner to companies that want to improve their customer service and increase their sales conversion rate in the digital channels. My work contained communication with the clients, going through their company's core products, services, competitive advantages and the wanted goals in order to create the instructions for our teams who replied as agreed to chats, phone calls and social media messages. Me and my fellow customer management team members worked so the goals that are set can be achieved and we analyzed data, did conversion rate optimization and stayed in contact with the clients. My work also contained for example billing, internal communication, quality checking and feedback handling.In 2022-2023 we did a big transformation to the world of chatbots. The work has many same elements still but as the one answering to chats is no longer a human, it gives me more responsibly and it forces to think about the bigger picture. With this new way of working i have become more friendly with CSS and HTML and i look forward for learning even more.
