freelancer
Email Verified Identity Verified Marilyn Mutinda
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Member since April 5, 2024

Customer Support Specialist

  • $20.00 - $40.00 / hr
  • Kenya
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Experience

CUSTOMER SUPPORT SPECIALIST

  •  BUSHA
  •  Mar 2023 - Present

- Increased customer satisfaction by 12% through proactive problem-solving and personalized communication.
- Developed and implemented a new customer onboarding process resulting in a 15% reduction in support tickets.
- Analyzed customer data to identify trends and preferences leading to improved product features and marketing campaigns.
- Provided exceptional support to both English and Swahili-speaking customers ensuring clear understanding and resolution of inquiries.
- Trained and mentored new customer service representatives contributing to a strong team culture and knowledge sharing.
- Answered customer inquiries via email, and chat in both English and Swahili.
- Resolved customer issues efficiently and effectively, ensuring a positive experience.
- Analyzed customer feedback and data to identify areas for improvement.
- Developed and implemented customer success strategies to increase satisfaction and loyalty.
- Provided onboarding and training to new customers on Busha's platform and features.
- Collaborated with cross-functional teams to ensure seamless customer experience.
- Maintained a positive and professional attitude while upholding Busha's values.

CUSTOMER SUPPORT EXECUTIVE

  •  MARKETFORCE 360
  •  Dec 2021 - Dec 2022

- Effectively managing over 100 incoming calls and customer service inquiries via emails and social with a 95% satisfaction rate
- Building sustainable relationships and trust with customers through open and interactive communication which increased the Net promoter score to 65 in the regions assigned.
- Providing accurate, valid, and complete information by using the correct tools as per the set support processes, procedures, and guidelines.
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Generating sales leads that develop into new customers which showed an increase of 13% in order generation for the organization.
- Keep records of customer interactions by raising tickets on Zendesk, Basecamp, Freshdesk, and intercom and file or upload documents provided in the merchant’s account
- Reviewing deliverables, and escalations and defining action plans to promote overall improvements
- Responsible for performing quality analysis on the agent’s weekly performance.
- Contributed to Fine-tuning the processes for the team and providing product feedback to the R&D team

Customer Support Executive

  •  KOPOKOPO INC
  •  Oct 2018 - Sep 2021

- Managing incoming calls with a 98% resolution rate and customer service inquiries via emails and social media by observing email and phone etiquette
- Acquiring a deep understanding of the KopoKopo platform and its offerings across all markets, locally and internationally, and being able to troubleshoot issues whenever they appear. Identifying and assessing customers’ needs to achieve satisfaction
- Building sustainable relationships and trust with customers through open and interactive communication
- Providing accurate, valid, and complete information by using the correct tools as per the set support processes, procedures, and guidelines which increased the organizations' satisfaction rate to 90%
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Responsible for creating agent's work schedules
- Responsible for creating training materials for agents and participating in the training sessions
- Providing product and service feedback to the team lead by collecting and analyzing customer information and agent data and performing quality analysis on the agent’s performance.
- Assisting merchants with integration to KopoKopo’s various API’s and ensuring they get a mastery of the operating system.
- Collaborate with colleagues to determine areas for improvement, review agent performance, and develop ideas for better service to customers.
- Maintained a seamless record of efficient scheduling with proactive responses to employee sickness, and unreliable attendance.

Education

International Business Adminisatration

  •  USIU
  •  May 2014 - Aug 2019

Accounts and Management