CUSTOMER SERVICE REPRESENTATIVE - Influx - Nairobi, Nairobi Province, Kenya (Remote)
(2023-02)
- Upholding all the set standards to ensure great guest/customer handling at all times.
- Updating guests/customers accurate information on the CRM using Zendesk.
- Providing the right information to guests/customers during the onboarding process.
- Updating the guests/customers records within the CRM for future reference.
- Handling the guest/customers feedback, complaint or inquiry professionally at all times.
- Coordinate effectively with peers and managers to ensure great guest experience.
- Update the client's information on the CRM by using Zendesk.
- Escalating the guests/customers unresolved issues to the relevant departments.
- Updating the customers shift logs and updating the payroll.
- Confirming the health care workers booked and canceled shifts.
- Calling facilities to confirm bookings on their calendar.
- Uploading timesheets on behalf of the health workers.
- Offer support to health workers by advising them on the nearest healthcare facilities.
- Help customers to understand the importance of booking for shifts via the APP.
TELESALES EXECUTIVE - Acetek Software Limited - Nairobi, Nairobi Province, Kenya
(2021-04 - 2023-01)
- Telesales for SAP Business One Accounting Software Solution to prospective clients
- Generating leads of prospective clients and updating on the CRM for making cold calls.
- Cold calling clients and booking meetings on behalf of the business development manager for pitching and demonstration to the IT manager.
- Replying to emails and sending invites to clients for both inquiries and follow ups
- Updating the clients' information on the CRM by putting the right telephone number, position of the client and the active email address used.
- Doing follow up on meetings both attended and missed to see the way forward
- Organizing of promotions and business advertising.
- Review of monthly meetings and reports so as to see the general performance.
- Presentation of different SAP Business 1 uses to new and old clients through cold calling.
- Listening to clients' grievances and making sure all problems are solved by the consultants.
- Attending expos to engage prospective clients by giving them brochures and exchanging business cards for further follow ups.
CUSTOMER SERVICE REPRESENTATIVE (INBOUND) - Horizon Contact Centre (DSTV and GOTV Multichoice Brands) - Nairobi
(2017-06 - 2020-03)
- Handled at least 20 inbound calls by effectively listening to Guests/Customers and coming up with the best possible solution for the issues raised.
- Customer education at the end of the call of the self-service options available improving brand usage experience for customers.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Handled guests/customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
- Addressed all guest/customers queries in a polite, accurate and timely manner while maintaining a quality score of 95% and above.
- Worked productively to determine the needs of guests/customers and fast track solutions to those needs.
- Entered customer interaction details in subscription management software to track, request, documents problems and record solutions offered for future references in case a customer returned.
- Aimed to keep customers satisfied and renewing their subscription.
- Collected the voice of customer (VOC) and, made suggestions to team leader on duty to improve service delivery.
- Operated in dynamic high-volume environment to provide skilled assistance to more than 140 customers each day with a sense of calm and good ethic.
- Handled at least 18 multi-platform interactions every hour and hour and following up escalation to ensure timely feedback.
