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Tophie Tan

@tophietan

Customer Service Specialist with 5+ years delivering Zendesk/Freshdesk support, driving retention, and escalating complex issues.

Philippines

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What I'm looking for

I’m looking for a customer-focused role where I can resolve tickets across email/chat, support billing and subscriptions, strengthen retention through clear issue ownership, and contribute to quality improvements and onboarding with a strong team.

I’m a Customer Service Specialist with 5+ years of experience handling multi-channel customer support and ticket resolution using Zendesk and Freshdesk. I specialize in issue resolution, service recovery, and customer retention—especially across e-commerce and subscription workflows like billing inquiries, renewals, cancellations, and delivery-frequency changes.

I’ve consistently performed at a high level, including ranking as a Top 3 performer for 2024. As a Subject Matter Expert, I help onboard and share knowledge with both new and tenured team members, and I’ve contributed to quality calibrations as a Quality Apprenticeship candidate.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

HKR Remote

Nov 2025 - Jan 2026 (2 months)

Handled Zendesk tickets for email and chat support on a retail/e-commerce platform, including ticket escalation and processing refunds or replacements for issues like damages, exchanges, lost items, and returns. Used Slack for real-time support, queries, and product/process updates.

Zendesk Email Support Live Chat Support Slack Case Management E commerce Support