Customer Service Care

SHAIB ECHESA MAKOKHA

Customer Care Specialist

Nairobi County, Kenya

Languages

English-fluent

Swahili-Fluent

About Me

I am a conscious individual who not only works hard in paying attention to details, but also learning from others too.

Experience

Sportserve

Digital customer care executive

October 2020 – December 2023 Nairobi, Kenya

• Prompt and Personalized Responses: Provide timely and tailored assistance to Dafabet Asia gaming players through chat and email interactions.

• Comprehensive Issue Resolution: Address a wide range of player inquiries, concerns, and issues related to gaming, transactions and account management.

• Technical Support: Guide players through the intricacies of the gaming platform, explain features, and troubleshoot technical challenges encountered during game play.

• Account Management Assistance: Assist players with various account-related tasks, including account creation, password resets, verification, and updates to personal information.

• Game Insights: Offer valuable information about different games available on the platform, including game rules and updates to players.

• Financial Transaction Support: Handle payment-related inquiries, facilitate deposits, withdrawals, and transactions, ensuring transparency, efficiency, and security.

• Promoting Responsible Gaming: Advocate for responsible gaming behavior.

• Escalation Protocol: Identify complex or unresolved issues and escalate them to higher tiers of support or appropriate departments for specialized attention.

• Documentation and Reporting: Accurately document customer interactions, including issues and resolutions, and generate regular reports to inform management about common concerns, trends, and potential enhancements.

• Compliance and Security Adherence: Ensure adherence to company policies, gaming regulations, and data security protocols when handling customer information and transactions.

• Continuous Learning and Industry Awareness: Stay updated with the latest information about the gaming platform, new game releases, promotions, and industry trends to provide accurate and relevant assistance.

iSON Xperiences

Customer Service Representative January 2020 - June 2020 (6 months) Nairobi, Kenya

• Inbound Call Handling: Professionally answer incoming calls from Airtel Kenya customers, addressing their queries, concerns, and service requests.

• Email Correspondence: Respond to customer emails promptly, providing accurate information, troubleshooting assistance, and necessary follow-ups.

• Account Assistance: Assist customers with account-related tasks, including billing inquiries, plan changes, updating personal information, and resolving account issues.

• Service Information: Provide detailed and up-to-date information about Airtel Kenya's products, services, plans, promotions, and policies.

• Billing and Payments: Address customer questions regarding bills, payments, and charges, ensuring clarity and accuracy in explanations.

• Plan Recommendations: Analyze customers' needs and recommend suitable plans or services that align with their communication requirements.

• Technical Support: Troubleshoot and resolve technical issues related to mobile services, network connectivity, device settings, and data configurations.

• Complaint Resolution: Handle customer complaints and escalations with empathy, working towards swift and effective resolutions to ensure satisfaction.

• Service Activation and Deactivation: Assist customers in activating new services, managing existing subscriptions, and handling service deactivation requests.

• Promotion Awareness: Inform customers about ongoing promotions, offers, and discounts, helping them make the most of available benefits.

• Documentation: Accurately document customer interactions, issues, resolutions, and actions taken in the company's customer service system.

• Continuous Learning: Stay updated on Airtel Kenya's service updates, policies, industry trends, and technological advancements to provide informed assistance. Adept Technologies

Call Center Representative

January 2019 - December 2019 (1 year) Nairobi, Kenya

• Multi-Channel Interaction: Engage professionally with clients from the UK and US via chats, emails, and calls, addressing their diverse financial concerns and debt-related queries.

• Holistic Debt Evaluation: Conduct comprehensive assessments of clients' financial positions, analyzing debt portfolios, income sources, and obligations to provide accurate and tailored debt consultancy.

• Effective Communication: Clearly convey intricate financial concepts and debt management strategies, ensuring clients grasp the guidance provided through written and verbal communication.

• Personalized Debt Strategies: Formulate individualized debt management plans aligned with clients' specific goals and circumstances, recommending strategies like debt consolidation, negotiation, or structured repayment plans.

• Regulatory Adherence: Uphold compliance with relevant financial regulations and ethical standards, ensuring clients' interests are protected while offering sound debt consultancy.

• Data Security Measures: Safeguard clients' sensitive financial information through secure communication channels during chats, emails, and calls, prioritizing data confidentiality.

• Thorough Documentation: Maintain meticulous records of client interactions, debt assessments, and proposed solutions across all communication channels for accurate tracking and follow-up.

• Timely Response Management: Provide timely and informative responses to clients' chats, emails, and calls, addressing inquiries, concerns, and requests within defined service level timelines.

• Financial Literacy Promotion: Educate clients on financial literacy, empowering them with knowledge to make informed decisions and improve their overall financial well-being.

• Practical Problem Solving: Assist clients in resolving debt-related challenges practically by offering actionable solutions, guiding them step by step towards effective debt resolution. Kuehne+Nagel

Customer Service Specialist

July 2018 - December 2018 (6 months) Nairobi, Kenya

• Client Interaction: Engage with clients, particularly those dealing with perishable goods in air cargo, to understand their specific logistics requirements and service expectations.

• Order Processing: Coordinate and process orders for the transportation of perishable cargo via air, ensuring accuracy and compliance with established procedures.

• Specialized Expertise: Possess in-depth knowledge of handling perishable cargo, understanding temperature-sensitive requirements, packaging standards, and regulatory compliance.

•Cargo Monitoring: Monitor the movement of perishable cargo throughout the air transportation process, ensuring that temperature controls are maintained and delivery timelines are met.

• Documentation: Prepare accurate and complete documentation related to the transportation of perishable goods, including customs declarations and shipping instructions.

• Communication: Maintain regular communication with clients, airlines, and other stakeholders, providing updates on cargo status, delays, and any potential issues.

• Problem Solving: Address any disruptions or challenges that may arise during the transportation of perishable goods, taking proactive measures to minimize impact.

• Quality Assurance: Ensure that all processes related to perishable cargo adhere to quality standards, safety regulations, and industry best practices.

• Compliance: Stay informed about relevant regulations, certifications, and standards for transporting perishable goods by air, and ensure adherence to these requirements.

• Customer Support: Provide exceptional customer support, addressing inquiries, concerns, and providing solutions tailored to the unique needs of clients dealing with perishable cargo. Horizon Contact Centers Ltd Nairobi, Kenya

Customer Service Representative Jan 2017 - Jun 2018 (1yr 6 months)

• Inbound Call Handling: Professionally answered incoming calls from customers inquiring about Multichoice products, specifically GOtv and DStv, addressing their concerns, inquiries, and service requests.

• Product Knowledge: Developed a comprehensive understanding of GOtv and DStv products, services, pricing, and packages hosted on Shopify to provide accurate and efficient customer assistance.

• Issue Resolution: Efficiently troubleshot and resolved customer issues related to product activation, billing, technical glitches, and general inquiries, utilizing Shopify's platform to manage customer accounts and services.

• Subscription Assistance: Assisted customers with subscription-related matters, including plan upgrades, downgrades, renewals, and package changes, all facilitated through the Shopify-hosted platform.

• Technical Support: Provided technical guidance for setting up, configuring, and troubleshooting GOtv and DStv devices, ensuring customers had optimal viewing experiences, often referring to Shopify-based documentation for support.

• Billing and Payments: Addressed customer questions about bills, payments, charges, and refunds, ensuring clarity and accuracy in explanations, with transactions managed via Shopify's payment processing system.

• Service Activation: Assisted customers in activating new services, guiding them through the process on Shopify, and ensuring seamless service initiation.

• Plan Recommendations: Analyzed customer preferences and requirements to recommend suitable plans, add-ons, or features that aligned with their viewing preferences, as managed through Shopify.

• Complaint Resolution: Handled customer complaints and escalations with patience and empathy, striving to resolve issues promptly while maintaining high levels of customer satisfaction.

• Documentation: Maintained accurate records of customer interactions, including issues, resolutions, and actions taken, within the company's customer service system integrated with Shopify.

• Promotion Awareness: Informed customers about current promotions, special offers, discounts, and value-added services available with GOtv and DStv subscriptions, often highlighted on the Shopify platform.

• Continuous Learning: Stayed updated on changes to product offerings, policies, and industry trends related to GOtv and DStv, ensuring that customers received the most current and accurate information. Remit-Kenya Enumerator(Volunteer) Evidence Action Aid January 2016 - December 2016 (1 year) Mumias, Kakamega County, Kenya

• Data Collection: Conduct accurate and detailed data collection within the designated communities, following the established protocols and procedures.

• Participant Interaction: Engage with community members in a respectful and culturally sensitive manner, explaining the purpose of the deworming project and obtaining their participation.

• Questionnaire Administration: Administer questionnaires or surveys to community members to gather relevant information about their health status, demographics, and deworming history.

• Data Verification: Ensure the accuracy and completeness of collected data by cross-checking responses and verifying information provided by participants.

• Consent Process: Obtain informed consent from participants before collecting any data, explaining the project's objectives, procedures, and potential benefits.

• Record Keeping: Maintain organized and well-documented records of collected data, ensuring data confidentiality and security.

• Health Education: Educate community members about the importance of deworming, its benefits, and proper hygiene practices to prevent future infections.

• Language Skills: Communicate effectively with participants in local languages to facilitate clear understanding and accurate data collection.

• Field Reporting: Submit regular and accurate reports to project supervisors or managers, detailing progress, challenges, and observations from the field.

• Quality Control: Participate in quality control measures to ensure data accuracy, consistency, and adherence to project protocols.

• Community Engagement: Collaborate with local community leaders and stakeholders to build rapport, address concerns, and facilitate smooth project implementation.

• Ethical Compliance: Adhere to ethical standards and guidelines in data collection, participant interactions, and project implementation, ensuring respect for participants' rights and privacy. Education

Horizon contact centers

Certificate, Customer Service Management • (2017 - 2018) The eldoret national polytechnic

Diploma, Automotive Engineering Technology/Technician • (2014 - 2016) Professional values

• Team work.

• Punctuality.

• Integrity.

• Responsibility.

• Hard work.

• Honesty.

• Transparency.

Professional skills and strengths

• Self-driven.

• Innovative.

• Highly motivated.

• Excellent communication skills.

• Data Analysis

• Computer skills.

• Excellent interpersonal skills.

• Ability to keep proper records.

• Ability to work under minimal supervision.

Referees: Readily available upon request.

Contact this candidate