In a previous role, I encountered a customer who was extremely upset due to a delayed refund. I listened carefully to their concerns, acknowledged their frustration, and provided a clear timeline for the refund process. I also offered a small discount on their next purchase to make up for the inconvenience. By maintaining a calm and empathetic demeanor, I was able to de-escalate the situation and turn a dissatisfied customer into a satisfied one.

I prioritize tasks based on urgency and customer impact. For example, I prioritize refunds for customers who have been waiting the longest or those who have expressed significant dissatisfaction. I also consider the complexity of the refund process, addressing simpler requests first to clear the queue and ensure that more complex cases receive the necessary attention. Using a ticketing system helps me track and manage these priorities effectively.

To ensure accuracy, I follow a detailed checklist that includes verifying customer information, cross-checking transaction details, and confirming eligibility for a refund. I also double-check calculations to avoid errors. Additionally, I stay updated on any policy changes or new procedures that may affect the refund process. Regularly reviewing past mistakes and learning from them helps me improve accuracy over time.

When a customer requests a refund for an ineligible product, I first explain the company's refund policy clearly and provide documentation if necessary. I then explore alternative solutions, such as offering store credit or suggesting a product exchange. If the customer remains unsatisfied, I escalate the issue to a supervisor for further review. My goal is to find a fair resolution that respects company policy while maintaining customer goodwill.

I have extensive experience with CRM systems like Salesforce and Zendesk. I use these tools to track customer interactions, manage refund requests, and maintain detailed records of each transaction. This helps ensure consistency and transparency in my work. I also use CRM systems to generate reports on refund trends and customer satisfaction, which aids in identifying areas for improvement and making data-driven decisions.