About

Efficient customer service professional with 2+ years of experience in call center service. Adept at handling an average of 85% of customer inquiries on a daily basis while consistently resolving client issues smoothly and quickly. Fluent in both English and Swahili and able to provide clear customer service in both languages. Seeking to apply Market Research Data & Analytics and not limited to Administrative and Coordinating duties.

Skills

  • Customer service
  • Sales
  • ICT
  • English and Kiswahili
    8

Experience

Alex Juma

Work experience
  • Initiates and/or implements corrective action as needed to ensure an excellent standard of service and a high level of customer satisfaction is maintained.
  • Accurately documenting customer interactions, inquiries, feedback, and resolutions in customer service databases or ticketing systems. Maintaining comprehensive and organized records for future reference.
  • Receives customer queries and ensures these are resolved in a timely manner.
  • Maintaining clear and effective communication with customers to build rapport, provide updates, and ensure a positive customer experience. This includes using professional and empathetic language, active listening, and effective problem-solving skills.
  • Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution.
  • Help minimize defaults by reaching out to customers with delayed payments.
  • Proactively contact dormant customers directly to resolve any pending issues.
  • Build repeat sales through strong customer relationships by focusing on customers’ wants and needs.
  • Check customer satisfaction degree after a sale and increase customer retention.
  • Make use of available opportunities to sell or advertise products to customers.
  • Make sure that whatever response is given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
  • Identifying and troubleshooting technical issues or glitches faced by customers while using products or services. Collaborating with technical support teams or escalating complex issues when necessary.
  • Collaborating with other teams such as sales, marketing, or technical support to ensure a seamless customer experience. Sharing customer feedback or insights to improve products, services, or processes.
  • Perform any other duties assigned.

Alex Juma

Work experience
  • Answer the inbound call to assist customers with troubleshooting technical issues.
  • Recommend product improvement or billing methods and procedures to prevent future problems.
  • Thoroughly document customer interactions to reduce onboarding when a new customer service representative interacts with the customer.
  • Communicate effectively with individuals/ teams in the program to ensure high quality and timely expedition of customer requests.
  • Build rapport with customers by greeting them courteously, friendly, and professionally using procedures learned during new-hire training.
  • Sometimes have to navigate between 5-7 tabs/screens in order to assist the customer to the fullest instinct.
  • Maintained records in Zendesk and Queuemetrics while interacting with customer
  • Schedule visits for customers with major issues that cannot be solved via phone and ensure technicians accomplish the visit by making follow-up calls, in case the visit was not accomplished I rescheduled the visit and escalate to the team lead to ensure proper action is taken and satisfaction is accorded to customer.
  • Closely work with the engineering team (JIRA) to ensure any hardware error at the kokopoint is escalated and sorted with prompt effect for continued dispense of fuel and minimize inconveniences
  • Respond to customer’s text messages when assigned by the team lead and offer resolution by making a call or texting back with correct information and detailed instructions

Alex Juma

Work experience
  • February, 2021 - December, 2021
  • Fulltime
  • Promptly handled an average of 85% customer inquiries and complaints per day with a 97% customer satisfaction rate.
  • Maintained a knowledge base of the evolving product offerings and improved customer retention by proactively recommending new products to existing customers.
  • Thoroughly document customer interactions to reduce onboarding when a new customer service representative interacts with the customer.
  • Maintained up-to-date customer records in CRM and Smartbill while interacting with customers.
  • Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution.
  • Occasionally blends call that is receiving incoming (inbound) and making outgoing calls (outbound) depending on the call volume available on the queue.
  • Assisting the back-office team on reconnects when the need arrives and as stipulated by the team leader

Alex Juma

Education

Alex Juma

Education
  • February, 2015 - November, 2018
  • Fulltime

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