CARLPETERS OTIENO
Nairobi,30
Timeline
Customer Support Specialist - SmartPropTrader
07.2023 - 12.2024
KISII UNIVERSITY - Bachelor of Science, Software Engineering
08.2019 - 12.2023
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionTeam Building / Company RetreatsWork History
Customer Support Specialist
SmartPropTrader
07.2023 - 12.2024
- Provided excellent client support via email and live chat while maintaining a positive tone and providing clear and helpful information, leading to positive trust pilot reviews of their experience.
- I actively contributed to developing a new FAQ resource for clients to learn more about the product, reducing the volume of common inquiry tickets.
- Increased product knowledge for customers by actively training clients, i.e., how
to use trading platforms and make purchases using various payment methods. - Proactively identified opportunities to improve internal processes by identifying bugs and suggested changes that benefited both the client and the company.
- Adhered to company guidelines and protocols while representing the brand professionally during all customer interactions.
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
- Trained new hires on company policies and best practices, fostering a culture of exceptional service delivery.
- Applied problem-solving skills to identify customer pain points promptly, increasing positive customer satisfaction (CSAT) ratings.
Overview
1
1
year of professional experience
4
4
years of post-secondary education
Education
Bachelor of Science - Software Engineering
08.2019 - 12.2023
Skills
Problem-solving
Complaint handling
Customer relationship management (CRM)
CRM software(INTERCOM/FRESHDESK)
Adaptability and flexibility
Team collaboration
Customer Satisfaction
Complaint-Resolution
Tech-savviness
Summary
I am a dedicated Customer Support Specialist with a solid foundation in complaint resolution and a passion for resolving complex issues. I excel at providing clear, concise solutions and thrive in environments where I can embrace new challenges and expand my expertise.
Beyond my technical abilities, I am known for my strong communication skills and my ability to connect with customers on a personal level. I understand that each customer is looking for help, and I am committed to ensuring they feel heard, supported, and satisfied. I am eager to take on new opportunities that allow me to make a meaningful impact
Certification
Delivering a world-class customer support experience-Intercom