Skills

  • English and Kiswahili
    9

Experience

annita ndunge

Work experience
  • October, 2021 - January, 2025
  • Fulltime
  • As a customer support agent handling calls, chats, and emails, your responsibilities are crucial to ensuring customer satisfaction and maintaining the company's reputation. Here's a breakdown of what my responsibilities:
  • 1. Answering Calls/Responding to Chats/Emails:
  • Respond promptly and professionally to incoming customer inquiries across various channels (phone, chat, and email).
  • Ensure clear communication and maintain a friendly and approachable tone in all interactions.
  • 2. Identifying and Understanding Customer Needs:
  • Listen carefully to customer concerns or queries to understand the issue thoroughly.
  • Ask clarifying questions if needed to ensure you have all the information to resolve the issue.
  • 3. Providing Accurate Information:
  • Offer accurate and detailed information to customers based on your knowledge of products, services, policies, or processes.
  • Ensure that your answers are clear and easy for the customer to understand.
  • 4. Troubleshooting and Problem Solving:
  • Identify problems, investigate issues, and offer solutions to resolve customer queries or concerns.
  • If needed, escalate more complex issues to higher-level support or relevant departments.
  • 5. Empathy and Patience:
  • Handle each customer interaction with empathy, patience, and understanding, especially when dealing with frustrated or upset customers.
  • Stay calm and composed in challenging situations to ensure a positive customer experience.
  • 6. Documenting Interactions:
  • Accurately record the details of each customer interaction in the appropriate system or CRM tool for future reference.
  • Follow up as necessary and ensure all interactions are logged for accountability.
  • 7. Meeting Performance Targets:
  • Meet or exceed response times, resolution times, and customer satisfaction targets set by your company or team.
  • 8. Providing Feedback:
  • Share customer feedback and recurring issues with the relevant departments to improve the product, service, or customer experience.
  • Actively participate in team meetings to discuss process improvements or share insights.
  • 9. Maintaining a Positive Brand Image:
  • Uphold the company’s values and professionalism in all communications with customers.
  • Aim to create a positive, lasting impression on the customer, even if their issue cannot be fully resolved immediately.
  • 10. Continuous Learning:
  • Stay up-to-date on product updates, company policies, and best practices for customer service to ensure you’re always providing the best support possible.
  • My role is essentially the bridge between the customer and the company, so delivering high-quality service and ensuring a positive experience is key.

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