Josephine Waitiki
@josephinewaitiki
Customer Service Expert at Teleperformance Kenya, driving inbound sales and resolving customer issues across calls and email.
KenyaWhat I'm looking for
At Teleperformance Kenya, I handle inbound sales and service interactions for international clients, managing customer accounts while contributing to commercial outcomes. I use consultative selling to understand needs and guide customers toward suitable products.
I manage customer calls and emails while working toward CSAT, AHT, FCR, and quality benchmarks. I also troubleshoot account and technical issues, de-escalate complaints, and share feedback on recurring problems and service workflows.
At Citybet Kenya, I served as a Customer Service Representative, handling customer communications across phone, in-person, and digital channels. I also managed call routing and maintained visitor and security logs.
Experience
Work history, roles, and key accomplishments
Served as a frontline brand ambassador handling inbound sales and service interactions for international clients, managing customer accounts, and driving commercial outcomes in a metrics-driven, remote environment. Consistently achieved or exceeded KPIs including CSAT, AHT, FCR, and QA benchmarks.
Customer Service Representative
Citybet Kenya
Nov 2017 - Jan 2019 (1 year 2 months)
Served as the primary customer-facing representative, managing all inbound customer communications, operational telecommunications, and front-desk service functions. Handled a broad range of customer inquiries and complaints with empathy and clear communication.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Degree in Business and Management, Business and Management
2017 - 2020
Studied core disciplines including organisational management, business communication, customer relations, and leadership strategy.
Kiserian Girls Secondary School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
2010 - 2015
Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE).
Kenya Institute of Management
Certificate in Leadership, Development and Mentorship - Award of Excellence, Leadership, Development and Mentorship
Awarded in recognition of outstanding academic performance, demonstrated leadership qualities, and commitment to professional excellence.
Milimani Primary School
Kenya Certificate of Primary Education (KCPE), Primary Education
2009 - 2013
Completed primary education and obtained the Kenya Certificate of Primary Education (KCPE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
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