Isingizwe Sugira Remy

RESPONSIBILITES:

• Responded to customer inquiries via phone, email, and live chat, ensuring prompt and accurate resolution.
• Assisted customers with configuration information, order processing, and troubleshooting.
• Maintained accurate records of customer interactions using CRM software.
• Escalated complex cases to the appropriate departments while maintaining follow-up communication with customers.
• Met and exceeded daily/weekly targets for response time and customer satisfaction.

ACHIVEMENTS:

• Recognized as Employee of the Month for exceptional problem-solving and service quality on my third month as an employee.
• Successfully trained 3 new team members, reducing onboarding time by 20%.
• Achieved top ranking in quarterly customer feedback surveys.
• Played a key role in implementing a new live chat system, improving response times by 25%.

RESPONSIBILITIES:

• Responded to customer inquiries via live chat in a prompt, friendly, and professional manner.
• Assisted customers with product information, order tracking, troubleshooting, and returns.
• Maintained an average first response time of possible minimal seconds while managing multiple chats simultaneously.
• Logged and tracked customer interactions in the company’s CRM system for accurate record-keeping.
• Escalated complex or technical issues to the appropriate team for faster resolution.