I've been working as Customer Service Representative for more than 8 years now and I've worked for well know companies in USA and Australia. I assisted customers both from consumer, small businesses, and macro businesses.
CUSTOMER SERVICE * I receive inbound calls from business and residential customers whose internet, tv, mobile and fixed-line service are provided by our company.
COMPLAINT CASE MANAGER * I was catering complaints from customers and provide resolution with their billing and technical concerns. Those customers we usually assist are those who are about to raise their issue to the Telecommunication Ombudsman and Media.
When we say resolution, its not exactly what the customer's want that we provide but what they need with how their services works.
I speak with the different areas of our company via chat or email, in order to resolve the concern of the customer and change their negative thought about the company to an awesome experience that they can likely share to their families, friends and colleagues.