Mercyline Kubira
@mercylinekubira
Customer Support Agent at Zenka Digital, guiding customers through loan applications, repayments and app access.
KenyaWhat I'm looking for
At Zenka Digital, I handle customer inquiries about loans and app usage, resolve complaints, and guide customers through applications, repayments, and extensions. I also support account access, including PIN resets and updates.
I assist customers by phone, email, chat, and social media, and keep records of each interaction. I promote products and referral programs, make sales, and educate customers on responsible borrowing.
Previously, I answered inquiries and complaints at Contact Center International (CCI) Kenya, provided troubleshooting support, and made follow-up calls. I’m seeking a remote customer support role.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
Zenka Digital
Apr 2025 - Present (1 year 6 months)
Handle customer inquiries about loans and app usage, resolve complaints, and guide customers through loan applications and repayments. Maintain accurate records and promote products.
Volunteer
Kenya Red Cross Society
Jan 2017 - Present (9 years 9 months)
Supported disaster risk management, health and nutrition, and water and sanitation activities.
Customer Service Agent
Contact Center International (CCI) Kenya
Jul 2021 - Feb 2024 (2 years 7 months)
Answered inbound calls, resolved customer inquiries and complaints, and escalated issues to supervisors when needed. Provided troubleshooting and technical support, and made outbound follow-up calls.
Health Administration Intern
Thika Level 5 Hospital
Oct 2020 - Dec 2020 (2 months)
Coded, indexed, and filed records, booked clinics, and received and inspected commodities. Prepared financial reports and participated in meetings.
Health Administration Intern
Kitale County Referral Hospital
May 2019 - Jul 2019 (2 months)
Handled records, commodity inspection, and financial transactions, and attended budgeting meetings. Provided secretarial and administrative support to management committees.
Education
Degrees, certifications, and relevant coursework
Meru University of Science and Technology
Bachelor's Degree, Health Systems Management and Technology
2016 - 2021
Pursued a Bachelor's Degree in Health Systems Management and Technology from 2016 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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