Josphat Kamau
Senior Customer Service Agent
Nairobi, Nairobi Province
Summary
Dynamic Senior Customer Service Representative with proven expertise at Hudson Consultants Limited, recognized for consistently exceeding performance targets. Skilled in problem-solving and escalation management, I foster strong client relationships and drive continuous service improvement through analytical insights. Adept at multitasking, I ensure timely resolutions while enhancing customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Hudson Consultants Limited
02.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Processed, scheduled and executed customer orders for new and established customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Customer Service Manager
Engage Communications Limited
04.2019 - 2022
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Created and reviewed invoices to confirm accuracy.
Education
Customer Service, Customer Support And Experience - Customer Service, Customer Support And Experience
Udemy College
California 04.2001 -
Bachelor of Accounting - Finance
KCA University
Nairobi, Kenya 04.2001 -
Skills
Customer support
Escalation management
Call center experience
Order fulfillment
Database maintenance
Payment processing
Problem-solving abilities
Time management
Team collaboration
Multitasking Abilities
Analytical skills
Timeline
Senior Customer Service Representative
Hudson Consultants Limited
02.2022 - Current
Customer Service Manager
Engage Communications Limited
04.2019 - 2022
Customer Service, Customer Support And Experience - Customer Service, Customer Support And Experience
Udemy College
04.2001 -
Bachelor of Accounting - Finance
KCA University
04.2001 -