Esther Nyambura

As a Customer Service Agent, my primary responsibility is to assist customers with their inquiries and provide them with the necessary support to ensure their satisfaction with the company's products or services. This typically involves handling customer complaints, answering questions about products or services, and resolving any issues that customers may encounter.

In order to accomplish these tasks, I use a variety of communication channels such as phone, email, chat, and social media to interact with customers. I listen carefully to customers and provide clear and concise information to help them understand the product or service they are interested in. I also maintain a positive and empathetic attitude when dealing with customer complaints and concerns, in order to ensure that their issues are resolved quickly and effectively.

To be successful in this role, it is important to have excellent communication skills, a strong customer service orientation, and the ability to work well under pressure. Additionally, proficiency in various customer service software programs and the ability to multitask are important qualities that can help a Customer Service Agent provide efficient and effective support to customers. Ultimately, my goal as a Customer Service Agent is to build strong relationships with customers by providing them with an exceptional experience that exceeds their expectations.

September 2012– July 2016: Kenyatta University

Bachelor of Economics, SecondClass Honors; UpperDivision

January 2008 –November 2011: KahuhiaGirls High School

Kenya Certificate of Secondary Education, A-

Salaria Sales Solutions
Customer Support Agent/ Lead generation specialist
Dec 2021 – Dec 30th 2022
Job Responsibilities.
▪ Sourced new Business for the company through Cold Calling, Email and LinkedIn Outreach
▪ Implemented and maintained data base of Customers in Marketing Software (CRM)
▪ Responded to customer queries and complains and provide excellent customer service on behalf of the company
▪ Used my initiative to find solutions to customers issues that exceed customer expectations
▪ Operated with different communication tools, including telephone and communications such as email, SMS and Chat
▪ Resolved customer inquiries via phone and email, consistently achieving the targets
▪ Handled Incoming Calls and offered solution or guidance to clients
▪ Monitored and responded incoming messages in LinkedIn and Email.
▪ Made follow up Calls to increase client satisfaction
▪ Escalated client issues that can’t be easily be handled through Phone call.

Dexin building and Material Co. ltd. Customer Support Agent
2nd January 2017 to 29th Nov 2019.
Job Responsibilities.
▪ Responded to customer emails and telephone calls to resolve problems such as wrong orders, delivery issues, payments, refunds and exchanges
▪ Sourced and Implemented new Business opportunities for the company
▪ Delivered excellent customer service when offering advice in a professional and efficient way.
▪ Promptly attended to customer requests to meet and achieve KPIs, exceeding targets and expectations.
▪ Visited Company’s dealers and implemented strategies to ensure their business profitability
▪ Coordinated with the Sales Manager to come up with new Marketing Campaigns to increase company’s customer Base.
▪ Managed clients credit terms to capitalize on sales and reduce Risks.
▪ Conducted Market Surveys to ensure company is always updated on the present market trends and to leverage on the Competitive advantage.

Co-operative bank of Kenya.
Customer service Representative- Intern
May 2012- August 2015 (During long holidays):
Job Responsibilities.
▪ Focused on customer service: quickly and effectively solved customer challenges while helping them find the right solutions for their banking needs. Made sure the customer felt at ease and appreciated by their banking facility, provided accurate & appropriate information to customer inquiries.
▪ Responsible for all teller transactions and any transaction requested by customers.
▪ Received cheques and cash for deposit, verify amounts, and check accuracy of deposit slips.
▪ Ensured compliance with banking policies and audit procedures; maintained and balanced cash drawers on a daily basis.
▪ Promoted Bank's product and services. Analyzed customer accounts to find possible accounts they may be interested in and refer them to the Personal Banker.
▪ As a Lobby Leader I greeted customers as they entered the bank and referred them to the right area for service.
▪ Maintained a high level of confidentiality in all of my daily transactions.
▪ Assisted the vault teller in loading and balancing the cash dispenser and main money vault.
▪ Assisted external auditors in the performance of interim and year end audit procedures