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English
$
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Mercy
@shie_wanjiru
Customer Support Specialist
Kenya
English, Swahili
About me
Hi, I'm Mercy, a Customer Support Specialist dedicated to helping businesses deliver exceptional customer experiences through professional, responsive, and reliable support. I specialize in email, live chat, and ticket-based customer service, handling inquiries, resolving issues, managing orders, processing refunds, and maintaining accurate CRM records. Whether you're an e-commerce store, SaaS company, online education provider, or service-based business, I provide customer support that improves satisfaction, builds loyalty, and keeps your operations running smoothly.
Skills
Mercy
Offline •
See my services
Customer Support
I will be your customer service support agent for email, chat, and phone
Portfolio
Work experience
Customer Service Representative
Jumia • Full-time
Mar 2021 - Dec 2022 • 1 yr 9 mos
*Responded to customer inquiries via email, live chat, and phone, ensuring timely and professional support. *Assisted customers with order tracking, product information, account issues, and payment-related questions. *Processed returns, refunds, cancellations, and exchanges in line with company policies. *Resolved customer complaints and escalated complex issues to the appropriate departments when necessary. *Coordinated with logistics and warehouse teams to resolve delivery delays and order discrepancies. *Maintained accurate customer records and support tickets using CRM and customer service tools. *Consistently met service level agreements (SLAs), customer satisfaction (CSAT), and response time targets. *Delivered a customer-first experience that contributed to customer retention and brand loyalty.
