Caroline Njeri
Nairobi
Summary
Customer service representative with over 3 years of experience and proven history of handling high-pressure situations. Service-oriented resolution expert with experience providing troubleshooting and support for customers in the technology and financial services industries building loyal client relationships and heightening client engagement.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Safer Road Rescue
07.2021 - 10.2023
- Handled 75%of all daily customer inquiries through calls,eliminating the need of follow-up calls.
- Fostered relationships with clients creating a boost to sales with personalized suggestions to our services.
- Effectively Manage high - volume of inbound and outbound calls .
- provide geographical location spotting and data entry daily to locate customers and their disable vehicle.
- contacted enterprises and Car rental locations daily to locate a vehicle for a customer in distress.
- Assisted customers in trouble shooting steps with operating their vehicle.
- ordered two exchanges with local vendors and booked reservations for those in need of assistance.
- Responsible for logging in and out of the company company call system before and after work.
- Recorded all Closed jobs on CRM and an extra excel sheet for weekly data analysis .
- Demonstrated team work through zoom and Zoho with other employees Help,guidance,and get daily updates from the Managerial team.
- Cautiously Handled every transaction and Clients Credit Card information to avid over charges and conflicts with clients.
- Prioritize request based on various criteria (Safety,Exedience.Weather,Traffic and accidents).
- Maintain effective communication with service providers and proactively notify the owners whenever drivers cannot be contacted or when other concerns arise.
Customer Service Representative
Zaam Industries Ltd.
10.2019 - 05.2021
- Respond promptly to inquiries via phone,email,and in-peron interactions.
- Resolve complaints ensuring a high level of customer satisfaction and retention.
- Maintain comprehensive knowledge of our FMCG products to effectively address customer inquires.
- Advice clients on whats best for their target Market and how to introduce new products in an guide them on steps to take for Promotion.
- Assisted customers with product information, order placement, and issue resolution, consistently achieving high customer satisfaction ratings.
- Collaborated with the marketing department to gather customer feedback and insights, facilitating the development of targeted marketing campaigns.
- Monthly data analysis to compare sales of previous months to gain insight on our profit and losses.
- Telemarket our company products through cold calls and cold emails record the data acquired in our system.
- Always keep a healthy professional with our customers and partners.
- Keep an open communication line with other departments to help drive our sales and a non toxic enviroment.
Education
Certificate - Secretarial Studies And Office Administration
Nkabune Technical Training Institute
Nairobi Kenya07.2018
Skills
- Report preparation
- Sales expertise
- Complaint resolution
- Staff education and training
- Zoho,SlackTrello
- Adaptability
- Empathy
- Multi Channel - Communication
- Tenacity
Timeline
Customer Service Representative
Safer Road Rescue
07.2021 - 10.2023
Customer Service Representative
Zaam Industries Ltd.
10.2019 - 05.2021
Certificate - Secretarial Studies And Office Administration
Nkabune Technical Training Institute
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