Jonathan Rodrigues

Customer Service & Retention Agent @Blue Ocean Contact Centers

Halifax, NS, CA

Provide fast, friendly, and effective support to customers, addressing inquiries and resolving issues with a goal of one-touch resolution.• Manage challenging customer situations with a positive and upbeat approach, retaining clients by effectively handling complaints, answering questions, and troubleshooting basic issues.• Utilize customer incentives, discounts, and tailored solutions to encourage customer retention and loyalty.• Perform basic troubleshooting for web-based apps and website navigation, guiding customers on account inquiries, browser settings, and password resets.• Follow risk and compliance protocols to ensure customer privacy, upholding a high standard of integrity and trust in all interactions.• Collaborate with team members to meet individual and team performance targets, earning additional incentives based on quality and customer “save” rates.• Leverage Salesforce CRM to manage customer information and ensure seamless service continuity.• Contribute to a welcoming and inclusive workplace aligned with anti-racist and diversity-focused values.