Cover Letter for Customer Service Representative

Dear Mr Delacroix,

In two years on the support team at Fernquist Broadband, I raised the share of my cases solved on the first contact from 71% to 84%¹, while handling around sixty calls and chats a day. Skerrow Outdoor's listing for a Customer Service Representative asks for someone who can fix a problem the first time, and that is the number I have worked hardest on.

Most repeat contacts came from customers who had been told to restart their router and call back. I started noting what each caller had already tried, and wrote 23 short help articles³ for the faults I saw most often, each with photographs of the actual equipment. The team now sends those links during calls, and three of them are among the five most read pages on our support site.

I handle angry callers by fixing the next step before I explain anything². One customer had been without a line for nine days after a house move. I booked the engineer, credited the missed days, and called her back the evening the line went live. My satisfaction score has stayed at 4.7 out of 5 across more than 2,000 surveys. I work in Zendesk every day and have used Salesforce Service Cloud, and I type at 70 words a minute, which matters on chat. I also train new starters on our refund rules, and I wrote the one-page guide they keep on their desks.

I have bought boots and a tent from Skerrow, and the handwritten note in the box is what made me look at your vacancies. I would like to help the people who write it.

I would be glad to talk about how I would approach your returns queue. I am free any weekday morning.

Yours sincerely, Inês Ferreira