Hi, I’m
Michek Okemwa
Customer Service Representaive
Nairobi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
1
year of professional experience
4047
years of post-secondary education
3
Languages
Work History
Pandora Jewellery
Customer Service Representative
10.2024 - Current
Job overview
- Provided exceptional customer service and support to German-speaking clients via phone, email, and live chat, ensuring prompt and professional resolution of inquiries and concerns.
- Utilized advanced German language proficiency to effectively communicate with customers, fostering positive relationships and ensuring clear understanding.
- Responded to customer inquiries regarding product information, order status, and shipping details, consistently exceeding customer expectations.
- Processed customer orders, returns, and exchanges accurately and efficiently, maintaining meticulous attention to detail.
- Proactively addressed customer complaints and escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.
- Maintained accurate and detailed records of customer interactions and transactions in the company's CRM system.
- Contributed to a positive and supportive team environment, collaborating with colleagues to achieve departmental goals.
- Maintained a 95% customer satisfaction rating among German-speaking clients.
- Provided a 100% QA score on cases handled I.E Maintaining accurate and detailed records of customers.
- Managed approximately 90 chats, 50 calls and 80 e-mails per day in pick seasons.
Goethe-Institut Kenya
Tutor
06.2024 - 09.2025
Job overview
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
- Established positive relationships with both students and parents, fostering open communication regarding academic progress and goals.
- Promoted critical thinking skills through engaging activities and consistent reinforcement of complex concepts.
- Created positive and encouraging learning environment to foster love for learning among students.
Education
Goethe Institute of KenyaNairobi, Nairobi Province
B2 German Certificate from German Language And Literature
Igikiro Secondary SchoolMurang'a, Murang'a District
Kenya Certificate of Secondary Education from Kenya Certificate of Secondary Education
Skills
Customer service
CRM management
Order processing
Issue resolution
Product knowledge
Team collaboration
Quality assurance
Time management
Call center experience
Complaint handling
Follow-up skills
Live chat support
Timeline
Customer Service Representative
Pandora Jewellery
10.2024 - Current
Tutor
Goethe-Institut Kenya
06.2024 - 09.2025
Goethe Institute of Kenya
B2 German Certificate from German Language And Literature
08.2023
Igikiro Secondary School
Kenya Certificate of Secondary Education from Kenya Certificate of Secondary Education
04.2022