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I'm Grace Njeri Kimani, a dynamic and goal-oriented professional with three years' experience in customer support. I serve as the frontline representative of a company, providing assistance, guidance, and solutions to customers' inquiries and concerns. I have a proven track record in customer support and sales, focusing on growth through strong communication, effective interaction with customers, and resolving issues in a courteous and timely manner. I am skilled in data collection, MS Excel, MS Word, MS Office, SaaS customer support, and customer retention.…I'm Grace Njeri Kimani, a dynamic and goal-oriented professional with three years' experience in customer support. I serve as the frontline representative of a company, providing assistance, guidance, and solutions to customers' inquiries and concerns. I have a proven track record in customer support and sales, focusing on growth through strong communication, effective interaction with customers, and resolving issues in a courteous and timely manner. I am skilled in data collection, MS Excel, MS Word, MS Office, SaaS customer support, and customer retention.

Grace Njeri Kimani

Social Media Manager, Marketing Analyst, Growth Marketer, +2

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I'm Grace Njeri Kimani, a dynamic and goal-oriented professional with three years' experience in customer support. I serve as the frontline representative of a company, providing assistance, guidance, and solutions to customers' inquiries and concerns. I have a proven track record in customer support and sales, focusing on growth through strong communication, effective interaction with customers, and resolving issues in a courteous and timely manner. I am skilled in data collection, MS Excel, MS Word, MS Office, SaaS customer support, and customer retention.…I'm Grace Njeri Kimani, a dynamic and goal-oriented professional with three years' experience in customer support. I serve as the frontline representative of a company, providing assistance, guidance, and solutions to customers' inquiries and concerns. I have a proven track record in customer support and sales, focusing on growth through strong communication, effective interaction with customers, and resolving issues in a courteous and timely manner. I am skilled in data collection, MS Excel, MS Word, MS Office, SaaS customer support, and customer retention.

Available to hire

I’m Grace Njeri Kimani, a dynamic and goal-oriented professional with three years’ experience in customer support. I serve as the frontline representative of a company, providing assistance, guidance, and solutions to customers’ inquiries and concerns.

I have a proven track record in customer support and sales, focusing on growth through strong communication, effective interaction with customers, and resolving issues in a courteous and timely manner. I am skilled in data collection, MS Excel, MS Word, MS Office, SaaS customer support, and customer retention.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Language

English

Advanced

Work Experience

Customer Support Specialist at Apollo Agriculture

December 31, 2023 - December 31, 2023

Provided frontline customer support and guided inquiries for SaaS platform. Reported and documented feedback using MS Word and Excel; monitored customer complaints on social media and provided timely assistance; performed real-time performance evaluations and delivered feedback to agents; ensured customer satisfaction and loyalty by resolving a wide range of inquiries and complaints; informed customers about new features and functionalities; contributed to performance improvement and adherence to prescribed management techniques.

Account Manager/Customer Success at Jiji Kenya

December 31, 2022 - December 31, 2022

Managed client accounts to drive sales and retention. Resolved complaints by clarifying issues and exploring solutions; escalated unresolved queries through CRM; followed up on claims and assisted clients with documentation; attracted the right traffic to drive sales; consistently hit monthly targets while maintaining accurate records of all customer interactions; promoted portal sign-ups and self-service support; worked on retention by addressing cancellations proactively.

Customer Service Representative at Apollo Agriculture

December 31, 2020 - December 31, 2020

Handled approximately 200 inbound and outbound calls daily, achieving an AHT around 3 minutes, high customer satisfaction, and >99% call success rate. Provided accurate information about products to achieve first-contact resolution; resolved inquiries and complaints courteously and efficiently; troubleshooted mobile app issues and delivered first-level resolutions; performed follow-up on open cases, with 0% unresolved; logged all interactions in CRM with 100% accuracy; demonstrated professionalism and empathy.