Shaik Wasef

Multi-Chat Efficiency: Efficiently managed up to 7 concurrent customer contacts in a fast-paced environment, maintaining high resolution rates and customer satisfaction scores.

Issue Resolution & Concessions: Analyzed and resolved complex customer inquiries for US-based clients, issuing refunds, partial refunds, replacements, or repair options in line with company policies.

Supplier Collaboration: Managed and escalated supplier tickets to coordinate direct vendor solutions, ensuring timely and effective resolution for product defects or shipping issues.

Customer Retention & Support: Provided end-to-end customer support for e-commerce products (e.g., Wayfair line), delivering personalized solutions to de-escalate issues and boost customer retention.

Workflow & Process Management: Balanced high-volume multi-tasking across CRM systems, chat queues, and vendor portal tools while ensuring accurate documentation and policy compliance.

• Engage with potential customers in a consultative manner to understand their needs, preferences, and requirements.
• Provide information on product bundles, promotions, and discounts.
• Identify opportunities for cross-selling and upselling by understanding the customer's needs.
• Position Samsung products effectively by highlighting their advantages and unique selling points.
• Ensure compliance with Samsung's policies and procedures related to customer interactions.
• Participate in training sessions to enhance technical knowledge and customer service skills.
• Knowledge of Samsung's product and service offerings.
• Experience in sales, especially in B2C environments.