Jackson Gitau - Customer Support Representative - TalentPop | Himalayas
Jackson GitauJG
Open to opportunities

Jackson Gitau

@jacksongitau

Customer Support Specialist with over 4 years of experience.

Kenya

What I'm looking for

I am looking for a remote role in a dynamic team that values customer satisfaction and offers opportunities for professional growth.

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

TA
Current

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.

TE

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.

ML

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.

SL

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

Kenya Institute of Mass Communication logoKC

Kenya 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.

JS

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

Find your dream job

Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan