I am a knowledgeable and dedicated customer service professional with over eight years of extensive experience in customer care. Throughout my career, I have been a solid team player with an outgoing and positive demeanor, establishing strong connections with customers. I am motivated to maintain customer satisfaction and contribute to the success of the company. My specialization lies in quality, speed, and process optimization. I am articulate, energetic, and results-oriented, with an exemplary passion for customer satisfaction.
During my time as a Customer Care Assistant at Nairobi City Water and Sewerage Company Limited, I have been responsible for responding and forwarding customer correspondences received via email. I handle customer queries in a timely and accurate manner, whether through phone, email, or chat. I identify customer needs and assist them in using specific features, such as self-care services. Troubleshooting and resolving customer problems is also part of my role, escalating complex issues when necessary. Additionally, I ticket all complaints made on the company CRM systems and monitor customer complaints on social media, providing assistance as needed. I also follow up with customers to ensure that their issues are resolved.
Prior to my current role, I worked as a Cashier at Kenya Airport Parking Services Limited, where I monitored self-checkout systems and provided assistance when required. I reconciled cash drawers, accounted for errors, and resolved discrepancies. I answered questions about parking services and addressed customer concerns, while also educating customers on how to use the parking service phone app. As a Front Desk Receptionist at Travelers Beach Hotel, I answered phone inquiries, transferred calls to the correct departments, and managed the check-in process. I also ensured guest satisfaction by promptly resolving any issues and providing information about the property.
