# Joyce Njeri

Joyce Njeri is a remote worker on Himalayas, Telesales Representative at Generation Space Limited, based in Kenya.

Source: https://himalayas.app/@joycenjeri1

```text
I resolve high-volume customer issues across phone, email, and chat.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Kenya |
| Authorized to work in | Kenya |
| Job categories | Customer Service Representative, Customer Support Specialist, Telesales Representative, Credit Officer, Customer Success Specialist, Customer Service Representative (CSR), Customer Service Associate, Sales And Customer Service Representative, Customer Support Agent, Customer Service, Call Center Representative |
| Skills | Customer Service, Customer Support, Phone Support, Email Support, Live Chat, Ticket Management, Case Management, Issue Resolution, Escalation Management, Zendesk, Salesforce, CRM, SLA, KPI Tracking, De escalation, Documentation, Knowledge Base Management, Google Workspace, Microsoft Office, KYC, Process Improvement, Remote Work, Black |

## What I'm looking for

```text
I'm looking for a remote customer support role where I can resolve customer issues across phone, email, and chat, meet service-level targets, maintain accurate records, and contribute to positive customer outcomes in a fast-paced team.
```

## About

```text
I've supported customers for Generation Space Limited, CCI Kenya’s Glovo project, and Zanifu Limited, resolving enquiries across phone, email, and chat in high-volume environments.

On the Glovo project, I handled 70–120 daily interactions, maintained a 4.8/5 CSAT rating, achieved QA scores above 90%, and consistently met a 30-second first-response SLA. At Generation Space, I achieved a 90% sales conversion rate through active listening and tailored product recommendations.

I've also managed KYC documentation, credit-related concerns, repayment discussions, escalations, and accurate case records for business clients. I work confidently in remote, fast-paced settings and bring strong English communication, CRM familiarity, and a focus on first-contact resolution.
```

## Experience

### Telesales Representative

Generation Space Limited. Jun 2024 - Jan 2025

```text
Achieved a 90% sales conversion rate by identifying customer needs and delivering tailored product recommendations. Managed high volumes of customer enquiries and maintained accurate interaction logs.
```

Skills: Sales, Customer-Service, Active-Listening, Product-Knowledge, Phone-Support, Email-Support, Documentation, Reporting

### Customer Service Representative

Zanifu Limited. Jan 2021 - Oct 2021

```text
Handled 50+ client interactions per day, managing account documentation and credit-related concerns. Reviewed KYC documents, trained field sales representatives, and negotiated repayment terms to reduce default rates.
```

Skills: Customer-Service, Credit-Management, KYC, Documentation, Negotiation, Training, CRM, Case-Management

### Call Centre Agent

CCI Kenya. Feb 2020 - Dec 2020

```text
Managed 70-120 customer interactions per day across phone and chat, maintaining a 4.8/5 CSAT rating and consistently meeting SLA targets. De-escalated frustrated customers and coordinated with internal teams for issue resolution.
```

Skills: Customer-Service, Call-Center, Live-Chat, Email-Support, De-escalation, SLA, CSAT, Problem-Solving

## Education

### The Co-operative University of Kenya

Bachelor of Co-operatives and Community Development, Co-operatives and Community Development. 2014 - 2018

```text
Pursued a Bachelor of Co-operatives and Community Development, gaining knowledge in business management, economics, finance, and organisational behaviour.
```

## Tech stack

- Salesforce
- Zendesk
- Google Workspace
- Black

To contact Joyce, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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