Grace Mwongela

Highly skilled and customer-focused Customer Service Agent with over 5 years of experience in the hospitality industry, call center, and e-commerce cigar shop. Dedicated to providing exceptional service and building strong relationships with clients. Possesses a diverse range of expertise, including resolving customer inquiries, managing complaints, and utilizing various customer service software.

Professional Experience: Customer Service Associate – Java House Africa [Dec 2016 - April 2020]

• Provided exemplary customer service to guests at a coffee restaurant, ensuring their comfort and satisfaction during their stay.
• Assisted guests with check-in and check-out procedures, room reservations, and inquiries regarding hotel amenities and services.
• Resolved customer complaints promptly, turning negative experiences into positive ones and maintaining a high level of customer satisfaction.
• Collaborated with other departments to meet guests' special requests and ensure seamless service delivery.

Call Center Customer Service Representative – 22 BET Africa [August 2020 - January 2022]

• Handled a high volume of incoming calls and assisted customers with inquiries, product support, and order processing.
• Utilized active listening and problem-solving skills to resolve customer issues and ensure a positive experience.
• Implemented upselling techniques to increase revenue and meet sales targets.
• Worked with the technical support team to escalate and resolve complex customer issues effectively.

E-commerce Customer Service Specialist – Brick Cigars Kenya [February 2022 - To Date]

• Managed customer inquiries via email, live chat, and phone, providing product information, order status updates, and delivery assistance.
• Processed customer orders and coordinated with the stores team to ensure timely delivery.
• Handled product returns, exchanges, and refunds according to company policies, maintaining a high level of customer satisfaction.
• Assisted in managing the company's online review platforms, addressing customer feedback and encouraging positive reviews.

UNITY SCHOOL OF PROFESSIONAL STUDIES, Nairobi Diploma Fashion and Design (Jan 2016)

MISYANI GIRLS' SCHOOL, Machakos High School Diploma (Nov 2015)

• Relevant Coursework: KCSE
• Awards & Honors: B