Customer Service Representative

Irene Gachiengo

Customer Service Representative Non-Voice Support E-commerce Support

Nairobi, Kenya +254-***-***-*** **************@*****.*** Professional Summary

Empathetic and detail-oriented Customer Service Representative with over 3 years of experience delivering high-quality support in high-volume call centers and remote roles. Skilled in guiding customers through sensitive situations with compassion and professionalism, especially within end-of-life services, hospitality, and e-commerce environments. Proficient in non-voice support via email and live chat, with hands-on experience using tools like Shopify, Richfunnel, Zendesk, HubSpot, and Salesforce to streamline processes and improve customer satisfaction. Known for delivering clear communication, emotional support, and effective solutions across diverse client needs. Passionate about creating seamless customer experiences and contributing positively to remote-first teams.

Core Competencies

Non-Voice Support (Email & Chat)

E-commerce Support (Shopify & Richfunnel)

CRM Tools: Zendesk, HubSpot, Salesforce

Order Management & Tracking

Customer Retention & Refund Processing

Ticket Escalation & Workflow Coordination

Calendar, Inbox & Appointment Management

Remote Team Collaboration (Slack, Zoom)

Fast Typing (45+ WPM) & Multitasking

Professional Experience

Customer Support Representative (Non-Voice)

Hoodies for Heroes – Remote

JAN- JULY 2025

Deliver chat and email support for a U.S.-based e-commerce brand, assisting with order tracking, product questions, and returns

Use Shopify and Richfunnel to manage customer orders, process refunds/exchanges, and resolve order issues

Follow SOPs to handle support tickets and escalate complex issues to higher-tier departments when needed

Gained real-world experience supporting international customers in a fast-paced, product-driven environment

Seeking long-term opportunities within a supportive and growth- focused customer service team

Handled returns and refunds while adhering to companies policies.

Supported Shopify based stores and used tools such as Richfunnel for customer assistance.

Customer Support Representative

CCI Global Company – Remote

JAN 2022 – Jan 2025

Handled 100+ customer inquiries daily across email, chat, and phone, resolving concerns related to service arrangements, pricing, and order status

Maintained a 95%+ customer satisfaction rating by delivering patient, solution-oriented service

Provided emotional support and guided customers through complex and sometimes sensitive service processes

Assisted families with clear explanations of available service options and follow-up procedures

Managed all interactions using Zendesk, Slack, and HubSpot, maintaining accurate and consistent records

Escalated complex or unresolved issues to appropriate internal departments for faster resolution and improved outcomes

Conducted timely follow-ups via email, SMS, and phone to maintain customer engagement and satisfaction

Collaborated across departments to improve internal workflows and enhance the overall customer experience

Order support; Assisting customers with tracking orders cancellation and updates by coordinating with other teams and departments to provide timely and accurate information.

Feedback collection; Gathering and reporting client feedback to improve services and products.

Support documentation; Maintain detailed records of customer interactions using CRM tools to log conversations for future reference.

Issue resolution; Addressing complaints processing refunds, and troubleshooting problems.

HR Administrative Assistant

Samchi Group (After 40 Hotel)

Feb 2021 – Nov 2021

Scheduled interviews, managed calendars, and provided front-line support for HR-related inquiries.

Maintained confidential personnel records and supported internal communications

HR Intern

Nairobi City County – City Hall

Aug 2018 – Oct 2018

Provided filing and clerical support to HR teams, assisted with onboarding documentation, and supported daily operations Education

Degree in Human Resource Management

Nairobi University 2019–2021

Certificate in Computer Applications

Kenya Institute of Development Studies — 2017

Technical Skills

CRM & Helpdesk: Zendesk, HubSpot,

Salesforce,Pumble,Freshdesk.

E-commerce Tools: Shopify, Richfunnel

Communication Platforms: Gmail, Slack,Whats App, Zoom

Office Tools: Microsoft Office, Google Workspace

Typing Speed: 45+ WPM

Availability

Fully remote-ready with reliable backup power and internet

Flexible to work U.S. hours, including weekends and holidays References

Available upon request

As a Customer Service Representative, you will handle incoming inquiries from customers via phone, chat, and email. Your responsibilities will include:

Addressing questions related to orders.

Assisting customers with managing their user profiles.

Resolving technical issues with new generation tobacco products and devices.

Proven experience in customer service or a related field.

Excellent English language knowledge (both oral and written).

Ability to provide proof of registered taxpayer status in your country of residence or the capacity to issue invoices.

Reliable internet connection and a quiet home office environment.

Excellent communication skills and a customer-focused mindset.

Contact this candidate