Customer Service

JUSLIN KAGEHA

P.O.BOX ****-***** NAIROBI

070******* / 079******* **************@*****.***

Career Summary

A highly experienced Customer Service Representative with 3 years of experience in handling customer interactions and resolving their issues. I am adept at quickly answering customer telephone calls and using company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Committed to providing excellent customer experience and finding solutions to customer inquiries in a timely manner.

Skills

Telecommunication Interpersonal and Written Communication

Ms Office Proficiency Strong Customer Relations

Call Centre Experience Problem Solving Ability Customer Relations Active Listening

Work Experience

Calltronix -Kenya Ltd Customer Service Representative- April to Dec 2023

•Interact with customers to solve issues and questions about products, services, and policies

•Maintain a positive and friendly tone with customers at all times

•Establish new customer accounts and record account information, like phone numbers or addresses, on the system.

•Listen to customer complaints and try to identify the cause of their problem to the best of my ability

•Identify the appropriate response and strategy to solve customer issues as quickly as possible

•Relegate unique customer cases to supervisors or the appropriate department and provide context when necessary

•Be able to manage large amounts of phone calls, chats, emails, and other communication channels

•Assist customers on placement of orders, refunds, or exchanges

•Ensure customer satisfaction and maintain professional customer support

•Place the customer at the center of the customer service experience

•Address customer inquiries and concerns promptly and accurately

African Centre for Data Science &Analytics Ltd Customer Service Partnership Associate-June 2022-Mar 2023

•Research and Analysis. Conduct research on potential partners, analyze industry trends, and gather background information.

•Relationship Management. Supporting the team in building and maintaining relationships with existing and potential partners.

•Event Support. Assisting with the planning and preparation of partnership events and meetings.

•Data Management. Maintaining accurate records of partner interactions in CRM systems.

•Communication. Supporting communication with partners, including drafting emails, presentations, and other materials.

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