Grace Itohan

I am a quality auditor and customer service representative with over 4 years of experience (supporting customers through phone calls, live chat, and emails; these queries usually involve order delays, refunds, and returns).
My closest experience with this role will be when I worked at Jumia, one of the leading e-commerce companies in Nigeria.
I used tools like Salesforce and Zoho Desk for ticketing, escalations, and data entry. I also used AI tools like Quillbot to draft responses and fix my grammar.
When an angry customer reach out to me and I’m able to assist them with whatever problems they might have, it gives me some sense of fulfillment knowing they are going back happier than they came and that has reflected in the CSAT score of the company, which never went below 90% and this is why I’m a good fit for the role because I have hands-on experience and value bring to the team and the organization.