VA Profile -- Jerbie Andres
Writing Sample >>> The following is an unedited writing sample. This will help you to better understand Jerbie's background, while also demonstrating his writing skills...
"I've worked with Balsam Brands and Society6 as a customer service representative where I handled order management, anything related to shipping, and warranty claims. I answer all inquires from all channels (phone, chat, email, and social media). Whenever a customer asks us for assistance in ordering an item, we check the inventory for availability, where the product is being held, the shipping address to check the coverage, and the validity of the payment method. These steps will allow us to provide accurate information and set proper expectations before finalizing the order. This is essential to promote a smooth customer experience.
Shipping, on the other hand, is a more complex and tedious process. Once the availability has been confirmed, the order details should be forwarded to the courier and ensure that they are recorded in their database. Details such as the dimensions of the actual item and box, the value of the package, where it will be delivered, how it should be delivered, and other customer preferences must be handed over to the proper department. Otherwise, it's going to be a complete mess. As soon as they confirmed the receipt of the information and provided the tracking number, this needs to be communicated to the customer in all available channels.
We use the same tracking number to check the status of their order online. In times of delay or no movement in tracking status, we communicate with the courier directly to know what's going on. Once we received an update from them, we decide the action that needs to be taken (send a replacement if the item is still available, process a return or exchange if it's out of stock, or simply acknowledge and apologize for the delay,). At times, we provide compensation in a form of credit or discount as a courtesy for extended delays.
I was always given the responsibility to look after my teammates by performing quick huddles for sharing of best practices, monitoring their KPI's, and ensuring that service levels are met because of my extensive experience in customer service, managing a team, and performance."
