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
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
Similar Profiles
Amy Bannon ColvilleAmy Bannon Colville
Retail Sales Associate at Pandora JewelleryRetail Sales Associate at Pandora Jewellery
David AllenDavid Allen
Managing Director Greater China at Pandora JewelleryManaging Director Greater China at Pandora Jewellery
Camille ZarodaCamille Zaroda
Sales Associate at Pandora JewellerySales Associate at Pandora Jewellery
GODFREY KAMAU NG’ANG’AGODFREY KAMAU NG’ANG’A
Attachment at OCTAGON BUILDERS AND GENERAL SUPPLIERS LIMITEDAttachment at OCTAGON BUILDERS AND GENERAL SUPPLIERS LIMITED
Cocun Juma WycliffeCocun Juma Wycliffe
Product Manager at Intrepid East AfricaProduct Manager at Intrepid East Africa