PROFESSIONAL EXPERIENCE
Watu Africa
Customer Care Officer
09/2020 – present | Mombasa, Kenya
Manage large amounts of inbound and
outbound client calls on different query
categories such as insurance renewal,
ownership transfer, and product and service
Resolve product or service problems by
clarifying the customer's complaint;
determine the cause of the problem; select
and explain the best solution to solve the
problem.
Receive and respond to customer service
account inquiries on account balances,
transaction details statements, and fees and
charges
Make follow-up calls to customers who have
questions or concerns related to their
acquisition experience or product use and
when problems arise on customer accounts
Identify customer needs, research, and
analyze market trends, pricing schedules,
competition products, and other relevant
information
Handling and solving clients queries via
different social media platforms i.e. Facebook,
Instagram, Google chat etc.
Trailmycar Solutions Limited
Business Relation Officer
02/2020 – 09/2020 | Mombasa, Kenya
Build and improve relationships with
customers, key suppliers and partners
Review company practice's to ensure clients
get maximum satisfaction from their
purchases
Identify potential opportunities and inform
the sales team to follow up
Educate and inform clients about the
company’s products, services and special
offers
Conduct customer satisfaction surveys and
recommend ways of improving client
satisfaction
Work with internal departments to ensure
the company meets clients’ expectations
Attend to client complaints and Resolve
Issues Promptly
Sauti Ya Pwani
Production Intern
09/2019 – 11/2019 | Mombasa, Kenya
Identifying and writing news worthy stories
Producing and editng news
Recording voice overs
Josephine Mimba
Customer Success Specialist
-
P.O Box 90185 - 80100 Mombasa
PROFILE
A skilled and highly-experienced communication
professional with an extensive background in
sales and relationship management. Has 4 years
of experience in the field. Enthusiastic with
passions for educating consumers on product
information having an in-depth knowledge of
call center phone operation in Swahili fluency
and highly experienced in customer service.
EDUCATION
Diploma in Mass Communication and
Journalism
Mombasa Aviation Training Institute
2017 – 2019 | Mombasa, Kenya
SKILLS
Interpersonal Communication Skills
Computer Advancement
Digital Market Trends
Business Intelligence
Advanced Microsoft Office
Customer Care
Fintech
REFERENCES
CiddyArodi,
Head of Customer Success, Watu Africa
AWARDS
CustomerCare Officer Of the year 2021
-,
-
Solomon Zully,
Head of News, Sauti ya Pwani--
George Aketch,
Call Center manager, Watu Africa--
LANGUAGES
English
Swahili
