Grace Gathigia

I am excited to apply for the position for the customer service representative   at your company. With my 3 years of experience in customer service and issue resolution, I believe that I possess the skills and qualities that you are seeking in a candidate.

Issue Resolution

Answer incoming calls
Advise customers on the return policy
• Processing returns this entails communicating with customers over the phone and in writing to resolve questions or concerns
Answering questions regarding warranty issues and providing return authorizations as necessary
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Processing returns this entails communicating with customers over the phone and in writing to resolve questions or concerns
Develop strong rapport with customers and created positive impression of business.

Customer Service (Sales) Associate Jumia Kenya 
Answer incoming calls.
Manage and resolve customers’ complaints.
Identify and escalate issue to supervisors.
Sell products and place customer orders.
Provide product and service information to customers.
Upsell and cross sell.
Document all call information according to standard operating procedures.
Follow up customer calls where necessary.
Other duties assigned.
Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
Delivered superior customer service to retain existing customers and attract future customers.
Built client list and strengthened customer relationships through consistent communication via phone and internet.

Certificate in Business Management