Dolphine Omboga
@dolphineomboga
I resolve high-volume customer issues across phone, chat, email, and WhatsApp.
KenyaWhat I'm looking for
At Jumia Kenya, I manage 150+ daily customer interactions across phone, WhatsApp, and digital channels, helping customers resolve order, delivery, refund, and account concerns. I use Zoho CRM and Notion to document cases accurately, track issues, and escalate complex requests when needed.
I've also supported customers at Telkom and Airtel Kenya through inbound contact-centre calls, resolving service questions, complaints, and account issues with empathy and active listening. I'm comfortable working independently across time zones and using remote collaboration tools to deliver clear, professional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Jumia Kenya
Jun 2021 - Jan 2026 (4 years 7 months)
Supported customers across phone, WhatsApp, and digital channels, handling high-volume daily interactions. Assisted with orders, deliveries, refunds, and account concerns, documenting interactions in Zoho CRM and Notion.
Customer Service Agent
Telkom & Airtel Kenya
Handled inbound customer calls and resolved service-related questions, complaints, and account concerns. Used active listening and problem-solving skills to provide accurate solutions and documented interactions following escalation procedures.
Education
Degrees, certifications, and relevant coursework
Kilimambogo Teachers Training College
Primary Teachers Education Certificate, Education
Completed the Primary Teachers Education Certificate program.
Kenya Institute of Professional Studies
Computer Certificate, Computer Science
Earned a Computer Certificate from the Kenya Institute of Professional Studies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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