Open to opportunities

Nicole Juma

@nicolejuma

Message

I resolve customer requests across written support, bookings, and client follow-up.

Kenya

Message

What I'm looking for

I'm looking for a fully remote customer support role where I can provide warm, thoughtful written support, own routine customer requests, and help clients resolve booking, scheduling, cancellation, and service concerns.

I've supported travel customers at Somori International Travel Agency through email, chat, and WhatsApp, providing clear information about services, bookings, and client requests.

I handle booking changes, cancellations, refund requests, and routine concerns with patience, empathy, and sound judgment. I follow up to confirm issues are resolved and keep booking and client information organized across multiple conversations.

Previously, I supported property clients at Wande Real Estate with inquiries, appointment scheduling, and timely follow-up. In Student Affairs, I organized records, correspondence, schedules, and administrative information while directing people to the right support.

I'm comfortable working independently in a remote-first team, adapting my tone to each customer rather than relying on scripted responses.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Somori International Travel Agency

Aug 2024 - Mar 2026 (1 year 7 months)

Provided written customer support via email, chat, and WhatsApp, handling inquiries, bookings, cancellations, and refunds. Followed up on concerns and adapted responses to individual customer needs.

Email Support Chat Booking Management Cancellations Refunds Follow up Independent Decision Making Administrative Support Time Management Attention To Detail

Student Affairs Intern

Student Affairs

Jan 2024 - Aug 2024 (7 months)

Responded to student inquiries, organized records and schedules, and supported routine coordination tasks. Communicated professionally in a busy service environment.

Microsoft Word Microsoft Teams Microsoft 365 Administrative Support Confidentiality

Customer Representative

Wande Real Estate

Jan 2023 - Jan 2024 (1 year)

Assisted clients with property inquiries, scheduled appointments, and coordinated follow-ups. Maintained engagement through timely communication and provided a welcoming customer experience.

Customer Service Appointment Scheduling Follow up Time Management