Levi Onyango

I am highly motivated and customer-focused Customer Service officer Agent with over 4 years of experience working in high-volume service environments in Kenya. Skilled in handling customer inquiries, complaint resolution, call handling, and CRM systems while maintaining excellent customer satisfaction. Strong communicator with a positive attitude and the ability to work under pressure.

Customer Service Agent at Safaricom PLC (2022-01 – Present)

• Handle inbound and outbound calls from customers regarding mobile, data, and M-PESA services
• Resolve customer complaints and escalate technical issues when necessary
• Maintain accurate customer records using CRM systems
• Educate customers on new products and services
• Achieve and maintain high customer satisfaction and quality assurance scores

Customer Care Representative at Jumia Kenya (2020-03 – 2021-12)

• Responded to customer inquiries via phone, email, and live chat
• Assisted customers with order tracking, returns, refunds, and account issues
• Coordinated with logistics and warehouse teams to resolve delivery problems
• Reduced repeat complaints through effective first-contact resolution

Customer Service Assistant at Kenya Power & Lighting Company (KPLC) (2018-06 – 2020-02)

• Assisted customers with billing inquiries, prepaid token issues, and service complaints
• Logged customer issues and service requests into the system
• Provided accurate information on power outages and reconnection procedures
• Maintained professionalism while dealing with difficult customers

Diploma in Business Management – Kenya Institute of Management (KIM) (2016 – 2018)

High School – Kisian Secondary school