02/24/2026 updated
100 % available
Customer Support Representative
Nairobi, Kenya
Only remote
Bachelor of Science in Business AdministrationAbout me
Customer Support Specialist with over 3 years of experience delivering professional, empathetic, and solution-focused support across email, live chat, and virtual communication channels. Skilled in handling customer inquiries, resolving issues efficiently, and providing post-service follow-up.
Data AnalysisCustomer Relationship ManagementBusiness EfficiencyBusiness Process ImprovementConflict ResolutionCustomer InsightCustomer Lifecycle ManagementCustomer RetentionCustomer Service TrainingData EntryData QualityE-CommerceProject ManagementPhone SupportSalesforce.Com
CRM Systems Management
Advanced proficiency in CRM platforms including HubSpot, Salesforce, Zendesk, and Zoho CRM for customer relationship management and data accuracy
Customer Support Excellence
Expertise in email support, chat support, phone support, SLA management, first contact resolution, and escalation handling with proven CSAT optimization
Technical Troubleshooting
Strong technical problem-solving abilities for resolving customer issues and coordinating with technical teams for platform functionality
Communication and Engagement
Customer retention strategies, social media support, clear written and spoken communication, active follow-ups, and policy explanation
Administrative and Data Management
Data entry, reporting, CRM record management, process improvement, and administrative support capabilities
E-commerce Platform Management
Experience with online marketplace operations, order processing, inventory coordination, and customer lifecycle management
Training and Development
Customer service training, CRM system training, remote work management, and conflict resolution workshop completion
Analytics and Optimization
Performance tracking, reporting, customer behavior analysis, and operational efficiency improvement through data-driven insights
Advanced proficiency in CRM platforms including HubSpot, Salesforce, Zendesk, and Zoho CRM for customer relationship management and data accuracy
Customer Support Excellence
Expertise in email support, chat support, phone support, SLA management, first contact resolution, and escalation handling with proven CSAT optimization
Technical Troubleshooting
Strong technical problem-solving abilities for resolving customer issues and coordinating with technical teams for platform functionality
Communication and Engagement
Customer retention strategies, social media support, clear written and spoken communication, active follow-ups, and policy explanation
Administrative and Data Management
Data entry, reporting, CRM record management, process improvement, and administrative support capabilities
E-commerce Platform Management
Experience with online marketplace operations, order processing, inventory coordination, and customer lifecycle management
Training and Development
Customer service training, CRM system training, remote work management, and conflict resolution workshop completion
Analytics and Optimization
Performance tracking, reporting, customer behavior analysis, and operational efficiency improvement through data-driven insights
Languages
EnglishFluent
Project history
Handled 80-120 learner inquiries daily via email, live chat, and phone, ensuring SLA compliance. Supported account setup, course access, and enrollment, boosting completion rates by 12%.
Managed end-to-end order support for fashion company, including refunds and exchanges. Tracked shipments and coordinated with courier partners, reducing delivery delays by 20%.
Served as first point of contact for automotive company customers, providing product guidance and warranty information. Verified online orders and coordinated with warehouse teams.