Rhoda Mbithe Njoroge

Customer care assistant cameo office,

• Using utility master and basis two to analyze and document over 50 mis-post and uncredited payment complaints.
• Recording all customer interactions for assessment by customer care supervisor.
• Forwarding all pending new applications through interface to respective regions.
• Following up customer calls with further information or instructions when necessary.
• Using excellent communication skills and interpersonal skills to educate customers on how to use self care services to retrieve bills and statements.
• Using excellent listening skills to process customer queries and complaints on billing ,water supply ,disconnection and new water connection issues offering effective solutions to maintain customer satisfaction.
• Registered , compiled and followed up on all social media cases forwarded to me by Ag customer relations managers while I was acting for customer relations manager secretary.

Customer care southern and western station

• Provided warm, friendly welcome to customers, advising how to apply for new water and sewer connection accounts.
• Delivered consistently high levels of customer care, enhancing satisfaction ratings and customer loyalty through registering customer complaints in utility master following up to ensure resolution within TAT.
• Used exceptional communication and persuasion skills to ensure customers Pay water connection fees, cleared their water bills or take up installment plans.
• Kept accurate and up to date record of all phone call conversations, walk in customers including complaints and feedback for customer care supervisor review.
• Used excellent and efficient problem-solving skills to address and resolve complex customer issues on billing.
• Assisted customer care supervisor to compile monthly customer care reports, e.g. billing status, borehole, new connection, transfer and de-enrollment reports.
• Tasked with forwarding hard and soft copy data of new connection and transfer files to customer care supervisor for archiving.
• Used virtual communication methods to give feedback to customers on new and transfer accounts, including email, and phone
• ensured that all accounts I had enrolled were billed and meters installed.
• compiled new application reports, pending ,assigned and enrolled for accounting.
• Used efficient data entry skills to open new water accounts , transfer accounts and do due diligence on received water application and transfer forms.
• Compiled customer complaint report and forwarded pending cases to customer care office to follow up on timely resolution .
• Recorded all bore hole letters received in western region and followed up with customers to ensure boreholes were registered.
• Responded to all customer emails received via western region email and forwarded complex issues to customer care supervisor.
• Ensured that all accounts forwarded on my desk were registered for e-bills and had correct account details.
• Organized customer care clinic at wairumu road, under customer care officer directive and technical team to ensure customers applied for sewer connection while acting for my immediate supervisor.
• Used excellent and efficient problem solving skills to increase new connection and improve new connection TAT while acting for business development customer care supervisor.

• Monitored self-checkout systems and provided assistance or intervention where required
• Worked flexible schedule and extra shifts to meet business needs
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
• Answered questions about parking services and addressed customer concerns
• Educated customers on how to use parking service phone app.

• Answered varied phone system to respond to inquiries and transfer calls to correct departments and personnel
• Entered customer data into room system and updated information whenever patrons changed rooms
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
• Contacted housekeeping staff and maintenance department immediately to resolve guest room issues