JGJackson Gitau
@jacksongitau
Customer Support Specialist with over 4 years of experience.
KenyaWhat I'm looking for
I am a customer-centric and tech-savvy Customer Support Specialist with over 4 years of experience in remote support roles across global teams. My expertise lies in delivering personalized customer experiences through live chat, email, and phone support. I am skilled in using various CRM platforms such as Zendesk, Gorgias, Salesforce, and Shopify to resolve customer issues, improve satisfaction, and drive loyalty.
In my current role at TalentPop, I represent and convey clients' brand values with professionalism across multiple support channels. I provide timely and empathetic responses to customer queries and suggest process improvements to enhance the overall customer experience. Previously, as a Team Manager at Teleperformance, I managed a fully remote customer care team, ensuring KPIs and SLAs were consistently met while coaching team members to excel in their roles.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
TalentPop
Mar 2024 - Present (1 year 3 months)
Represented clients' brand values professionally across email, chat, and phone support channels. Provided timely and empathetic responses using CRM tools and communicated with internal teams to resolve customer concerns efficiently. Successfully supported multiple e-commerce brands, including those on Shopify, and suggested process improvements to enhance customer experience.
Team Manager
Teleperformance
Jan 2023 - Dec 2025 (2 years 11 months)
Managed a fully remote customer care team, consistently ensuring KPIs and SLAs were met. Coached and evaluated team members' performance through regular virtual check-ins. Collaborated with senior leadership to improve customer support workflows and tracked satisfaction using data and reporting tools.
Customer Service Representative
Majorel Limited
Aug 2021 - Dec 2022 (1 year 4 months)
Resolved customer inquiries and complaints via phone and email for international clients. Assisted with order tracking, billing issues, refunds, and escalation handling. Maintained professionalism and accuracy in high-volume remote environments.
Customer Relations Expert
Solvit Limited
Feb 2020 - Aug 2021 (1 year 6 months)
Provided remote support during the vehicle valuation process using virtual tools. Trained new hires and offered system troubleshooting assistance. Ensured high customer satisfaction by liaising with internal teams to resolve complex issues.
Education
Degrees, certifications, and relevant coursework
KCKenya Institute of Mass Communication
Diploma, Radio Program Production
Studied the principles and techniques of radio program production. Gained skills in audio editing, scriptwriting, and broadcasting.
Jamhuri High School
High School Diploma, General Studies
Completed secondary education, focusing on a broad curriculum to prepare for higher education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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