Experience

First Assurance

• Kenya
• Insurance
• 100 - 200 Employee

• Customer Service Assistant

  • Aug 2023 - Present



Pi Capital Limited. Bayes Mobile Application

• Nairobi, Kenya

• Customer Service Specialist

  • Jan 2020 - Aug 2023

  -Build relationships with key clients/customers and ensure their success over the long term. -Fully responsible for customer satisfaction and retention by providing recommendations that contribute to customer service enhancements. -Review agents calls, provide coaching, maintain and develop morale among the team. -Respond to customer’s enquiries and complaints through emails, In-App chat, social media platforms, and calls while following the company’s communication guidelines and procedures. -Identify and support customer needs, create and share recommendations with the project manager. -Carry out customer satisfaction and experience surveys, analyze feedback to help identify specific customer satisfaction drivers and reporting feedback to management -Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts, accurate forecasting, and provide input for segmentation. -Identify and execute opportunities for upselling or cross-selling based on the customer's needs and goals. -Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs raised to provide a seamless customer experience. -Build positive relationships, effectively communicate and coordinate team needs to management -Implement effective processes to monitor customer’s issues and feedback to better understand potential risk areas for product development. -Inform customers about new products and features, Coach and train them on our products. -Champion and advocate for service excellence through trainings, continuous improvements and keeping up with industry trends. -Document, update and log all engagements with the customer on the CRM. -Bulk messaging and sending alerts via the Mobile Application. -Clearly communicate customer feedback to the Technical department for action. -Train the new and existing team members on customer Service Best practices. -Prepare and share various reports relating to customer feedback Show less



Ideon Limited

• Kenya
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Agent

  • Jan 2019 - Dec 2019

  -Helped drive business through excellent customer service, superior product and service knowledge accompanied by great customer relationship building skills. -Managed large volumes of inbound and outbound calls in a professional and polite manner. -Responded to customer enquiries and complaints through email, In-App chat, social media platforms and calls while following the company’s communication guidelines and procedures. - Carried out customer survey and documented the responses and feedback in the CRM for future reference. -Escalated user feedback to appropriate teams to improve customer experience and provide solutions to existing problems. -Addressed customer issues and delivered timely and professional solutions. -Trained product users through system features and functionalities. -Updated and recorded our internal database with best practice resolutions for company’s knowledge base. -Offered proactive communication to clients, account managers and project managers. Show less



Nimble Group

• South Africa
• Financial Services
• 400 - 500 Employee

• Collections Specialist| Customer Service Agent

  • Jan 2018 - Dec 2018

  -Managed large volumes of inbound and outbound calls in a professional and polite manner. -Negotiating for repayment with bad debtors during recovery enforcement process. -Ensured effective communication to internal and external customers in writing (correspondence) or on phone. -Managed effective relationships with internal and external customers. -Monitored arrangements for payments from bad debtors. -Followed up on Credit Reference Bureau (CRB) status update once the outstanding balance for the clients is concerned -Maintained proper debt recovery documentation. -Ensured compliance to company’s policies and procedures when following up of overdue loans -Handled complains and questions on loan recovery in a professional manner. Show less