Judith nasha
@judithnasha
Customer Service Specialist turning customer issues into loyal clients across phone, email, chat, WhatsApp, and in-person support.
UgandaWhat I'm looking for
I’m a Customer Service Specialist with 4+ years of experience delivering high-quality support across phone, email, live chat, WhatsApp, and in-person interactions. I handle inquiries, complaints, refunds, and order follow-ups while maintaining a calm, professional tone—especially when customers are frustrated.
In fast-paced environments, I manage escalations professionally, keep CRM documentation accurate for follow-ups, and work to maintain strong service KPIs. I’ve supported marketplace and telecom customers by coordinating with vendors, riders, operations, and relevant departments until issues are resolved.
I’m known for fast problem-solving and service recovery: I maintained a 95%+ on-time response rate during high-volume periods and reduced repeat complaints by 30% by strengthening customer education and FAQ resources. I enjoy turning dissatisfied customers into loyal clients through clear communication and effective resolution.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Jumia Uganda
Jan 2024 - Present (2 years 5 months)
Provided customer support via phone, email, live chat, and WhatsApp for orders, deliveries, cancellations, and returns. Resolved delivery delays, missing items, and payment issues by coordinating with vendors, riders, and operations while maintaining accurate CRM documentation.
Customer Care Representative
MTN Uganda
Jun 2021 - Dec 2023 (2 years 6 months)
Assisted customers with SIM registration, mobile money inquiries, and general customer service. Handled sensitive complaints professionally, escalated technical issues to relevant departments, and followed up until resolution while meeting service KPIs.
Front Desk & Customer Support Assistant
Greenland Hotel
Feb 2020 - May 2021 (1 year 3 months)
Welcomed customers, handled inquiries, and resolved complaints professionally while supporting daily front desk operations. Scheduled appointments and maintained accurate records, including processing customer payments.
Education
Degrees, certifications, and relevant coursework
Uganda College of Commerce
Diploma in Business Administration, Business Administration
2018 - 2019
Earned a Diploma in Business Administration from Uganda College of Commerce from 2018 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
UgandaAuthorized to work in
Job categories
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