Project Overview
This project simulates professional customer support operations for Basel, an IT solutions provider. I developed a comprehensive support framework to streamline ticket resolution, maintain service quality, and ensure clear communication with customers across various scenarios.
Key Responsibilities & Deliverables
Standardized SOPs: Created bilingual (EN/ID) communication guidelines and call scripts to ensure consistent tone and empathy during technical support calls, handling angry customers, and service escalations.
Ticketing Management: Managed daily helpdesk operations using neetoDesk, covering the full ticket lifecycle.
Proactive Resolution: Implemented a structured follow-up process for unresolved tickets and outage announcements, ensuring transparency and trust with clients during technical downtime.
Customer Retention: Utilized empathy-driven response templates for refund requests, price increases, and service complaints, successfully turning frustrated customers into satisfied users.
Tools & Technologies
Helpdesk CRM: neetoDesk for centralized ticket management, status tracking, and performance reporting