VA Profile -- Ednalyn Quinitio
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Ednalyn's background, while also demonstrating her writing skills...
"My responsibilities being a customer service representative. The first is to answer the customer's inquiries about their account. In this job, you need to analyze the account of the customer especially when it comes to their bill. The Frequent question that you can get is “Why my bill is high?”. So, in this case, you need to check the account where the increase of the bill came from. You need to check if the customer had an upgrade of their plan. And once you see where the bill came from, you need to explain it to the customer in a very friendly tone so you will gain their trust and will listen to your explanation. The hardest part of this is when you encounter an irate customer. In this case, you need to have your patience and put yourself in their shoes. Let the customer vent out and once they're done, that’s the time that you will explain and provide the resolution and show sympathy to them.
Second, I also handled cancellation fees where you will receive a call from a customer disputing the fee. There are certain rules that we need to follow in this job. If the customer doesn’t reach the requirement for waiving the fee. I just offer at least half of the bill to be waived. Because we are allowed to provide a specific amount for our valued customers. And third, I also handled collections account. My responsibility is to check the account because it was forwarded to collections and send an appropriate email. This is a very sensitive account. So, you need to be very careful in sending emails to the customer. Because if you send the wrong email, the customer can sue the company.
And lastly, being a Virtual Assistant. I handled email support in one of the clothing companies in the U.S. In this job, you will receive lots of emails where the customers are asking for a return since they got the wrong item, a refund because they got a damaged item and a discount of the item that they purchased that has a discount code. Before you send the item or the refund, you need to ask for some proof about the incorrect or damaged item. Once you verify that the customer's claim is true, that’s the time that you will process the return/refund. No calls in this job. Pure emails only."
