Svetlana Olencuka

I started a freelancer career half a year ago, and since then I read probably hundreds of job offers. The offer from Basecamp is a piece of art. It inspires, not just puts a demand on your shoulders. I have quite extensive experience of working in customer support related areas.

Customer support role attracts me because I as a person I am calm, love listening and helping others. I stay cool even when clients are really overwhelmed with the problem or upset with inability to make something work. This is an advantage: to see the solution and be able to give it to another person. It does require a good nerve and compassion.

As a contractor and freelancer with great experience in clients management and support, I use my soft skills and care about the client and his needs. I don't like using scripts even though sometimes they save time in answering to the regular clients questions. But I developed my attitude towards customers - to be not a robot, but a friend. Gaining credibility and trust is the major factor in my success at my job. The latest experience was when I treated our client as a human and friend was two weeks ago. The client was asking for extra spare parts we normally do not supply. I took 15 minutes to listen and understand his situation. The solution was not written in any scripts, but I explained him how this can still be done if he accepts our technician on site. Despite some extra charges and expenses the client was very pleased that I communicated to him with care about his business.