At Kuda, I handled customer interactions across phone, live chat, and in-app messaging, resolving account issues, transaction disputes, and service inquiries. I earned a 95% customer satisfaction rating.
I investigated account and platform concerns, documented cases in Intercom and Zendesk, and escalated complex issues while keeping customers informed through resolution. I also documented recurring issues and recommended resolutions for internal knowledge base resources.
At Jumia, I handled customer questions about orders, payments, deliveries, and refunds through inbound calls and live chat. I used Salesforce to track and prioritize tickets, and guided customers toward solutions in a way that reduced repeat contacts by 20%.
I’ve also trained and mentored new support representatives at Kuda on CRM documentation and troubleshooting procedures. My experience spans customer support in fintech, banking, and e-commerce.
