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Simon Njoroge

@simonnjoroge2

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Customer Care Specialist at CCI Kenya resolving customer issues across phone, email, and live chat.

Kenya

Message

At CCI Kenya, I respond to customer inquiries across phone, email, and live chat, identify root causes, and provide clear solutions.

I document interactions in the CRM system, escalate complex cases with structured handovers, and follow up on open cases to confirm resolution.

At Kenya Airways, I supported passengers at check-in, boarding, and service desks, addressing travel-document, baggage, and service-disruption issues.

I also coordinated with internal teams on irregular operations and documented Lost & Found, special assistance, and disruption cases. Earlier, at KFC Kenya, I provided front-line customer service and supported accurate transaction records.

Experience

Work history, roles, and key accomplishments

Current

Contact Centre Agent

Current

CCI Kenya

Sep 2025 - Present (1 year 1 month)

Respond to high volumes of customer inquiries via phone, email and live chat, handling complaints and documenting interactions in CRM. Escalate complex cases and follow up to ensure resolution and satisfaction.

Multichannel Support Active Listening Root Cause Analysis CRM documentation Complaint Handling Escalation Management Follow up Customer Satisfaction Process Improvement Data Confidentiality

Customer Service Representative

Kenya Airways

Mar 2022 - May 2025 (3 years 2 months)

Delivered face-to-face and system-based customer support at check-in, boarding and service desks, resolving issues related to travel documents, baggage and disruptions. Coordinated with internal departments and provided specialised assistance to passengers with reduced mobility and VIPs.

Customer Service Complaint Handling Documentation Coordination Special Assistance Operational Procedures Service Recovery Communication Skills

Cashier / Customer Service Associate

KFC Kenya

Dec 2020 - Dec 2021 (1 year)

Delivered friendly, efficient front-line customer service in a high-volume environment, resolving basic queries and maintaining accurate transaction records. Collaborated with kitchen and floor teams to ensure smooth order flow.

Customer Service Cash Handling Record keeping Teamwork Communication Skills