Florence Makena
$2/hr
Customer support and account manager skilled in CRM, sales, and high-volume client service.
- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Location:
- Nairobi, Cravers A3, Kenya
- Experience:
- 4 years
FLORENCE MAKENA
Customer Service Portfolio
Customer Complaint Resolution – Email Sample
Customer Issue:
Delayed refund for a transaction.
Response:
Dear Customer,
Thank you for reaching out. I understand your concern regarding the delayed refund. I have
checked your account and escalated the request to our finance team for urgent processing. You
can expect the refund within 48 hours. I will personally follow up and keep you updated.
Outcome:
Customer satisfied after timely follow-up.
FLORENCE MAKENA
Customer Service Portfolio
Live Chat Support Example – Payment Issue
Customer: My payment is not reflecting.
Agent: Thank you for reaching out. May I confirm your transaction ID?
Customer: 12345
Agent: Thank you. I see the payment is processing. It will reflect shortly. Kindly refresh your
account.
Outcome:
Issue resolved in real-time.
FLORENCE MAKENA
Customer Service Portfolio
Customer Experience Improvement – Refund Process
Problem:
Customers frequently followed up on delayed refunds.
Action Taken:
Coordinated with finance team to standardize refunds within 48 hours.
Result:
Reduced repeat inquiries and improved customer satisfaction.
FLORENCE MAKENA
Customer Service Portfolio
Inbound Call Handling Script
Greeting:
Thank you for calling. My name is Florence, how may I assist you?
Resolution:
I understand your concern. Let me check that for you.
Closing:
Your issue has been resolved. Thank you for calling.
FLORENCE MAKENA
Customer Service Portfolio
Customer Interaction Log Sample
Customer Name: John Doe
Issue: Billing error
Category: Billing
Action Taken: Verified account and corrected charge
Resolution: Issue resolved successfully
