I started my job at Carrot Insurance as a customer service agent, where I spoke to customers on the phone daily, adhering to their needs. Within this role, I quickly progressed and achieved awards for the high customer service standards I provided to all customers, which led to my promotion to Social Media Executive. 

 

I manage the live chat and all social media accounts within the company. Within this B2C role, I speak to, on average, over 400 customers a day which has taught me how to manage my time effectively and prioritise my workload. When dealing with customers, I would follow the motto "treat customer's how I would like to be treated", which has led to some of my Live Chat transcripts being used as training materials for other employees.  

 

Teamwork and communication are essential parts of the role. As a team, we have to ensure that exceptionally high levels of customer service are met at all times. This comes naturally to me as I'm a "people person" and find interacting with customers one of the best parts of the job.

 

I developed a list of pre-canned responses to send to customers to make my job role more efficient. My work has been commended by some of the directors and will be used to educate future social media agents. The transcript materials have helped shape the future of the company and the way employees interact with customers across all platforms.