james wafula

At Onfonmedia Limited, I provide day-to-day customer support across phone, email, live chat, and digital and social channels.

I assist with account and service inquiries, investigate issues, provide first-level resolutions, and escalate complex cases to the right internal teams. I document interactions accurately and follow through until cases are resolved or appropriately escalated.

I handle multiple customer requests while prioritizing urgent issues, de-escalating complaints, and maintaining positive customer relationships. I also coordinate with technical, sales, and operations teams to communicate progress and deliver timely resolutions.

I use customer-service reports and recurring issues to identify opportunities to improve service and processes. I'm comfortable working independently in fast-paced remote environments while protecting customer information and delivering reliable support.