Customer Service Support

RIVA KALONDA

Phone: +639*********

Email: *******@*****.***

Nationality: Congolese

Address: Unit 846, Cityland Pioneer Condominium, Pioneer Street, Mandaluyong Visa Status: Active Tourist Visa

Detail-oriented, Dedicated and empathetic customer support representative. Ability to handle multiple tasks simultaneously with a high degree of accuracy. Patient and well-informed about products and services, with a strong desire to resolve issues at the first point of contact. Committed to providing excellent customer experiences by resolving issues in a very professional manner

EMPLOYMENT HISTORY

FUSION BPO Services Phils. Inc, Pasig City, Philippines, January 8, 2024 to March 25, 2024. Customer Care Associate

Ensures the accuracy and confidentiality of all customer-related information such as but not limited to: account information, billing information via inbound calls.

Handles customer calls to promote account’s products or services.

Facilitates sales of all product/ services according to customer’s needs.

Assists and guides customers with all the required knowledge of the product and services.

Keeping records of customer interactions

processing customer accounts

identifying opportunities to drive process improvements

verify and validate customer files/documents

Airtel Kinshasa, / DR Congo, July 2021– December 2022 Customer Service Specialist

Handle and carefully respond to all customer inquiries via inbound calls and emails

Helping Airtel customers to set up their phones.

Identifying hardware and software solutions.

Provide excellent customer service through active listening

Work with confidential customer information in a secure manner

Manage constomers’ interactions professionally, efficiently, and with good communication skills.

Answer customer inquiries and escalate complex issues to the appropriate team when needed to ensure rapid support.

Assist every customer in a timely manner, attending to consumer questions, complaints, and concerns immediately, and facilitate satisfactory resolution.

Appropriately and adequately communicate with customers

SKILLS

Good communication skills in both French and English

Availability to work through various shifts

Attention to details

Problem-solving and troubleshooting abilities

Ability to use Windows operating systems

Organization and work prioritization skills

Knowledge of HTML

Knowledge of Python

EDUCATION

Bachelor in English and Business Computer Science: Université de Kinshasa

(University of Kinshasa), Democratic Republic of Congo (DRC)

PERSONAL DETAILS

Nationality: Congolese

Date of Birth: October 13, 1999

Sex: Male

Marital Status: Single

LANGUAGES

Native French Speaker

Proficient in English

REFERENCES

Upon request

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