Customer Support / ExperienceCustomer Support / Experience
Nabukenya
ID Verified$2,500
per month
($14/hour)
Profile Description
Customer Support and Customer Experience Specialist with a strong background in handling customer inquiries, resolving issues efficiently, and delivering high-quality service in fast-paced environments. Experienced in using CRM tools such as Salesforce and Zoho Desk to manage tickets, track interactions, and ensure timely follow-ups. Skilled in clear communication, problem-solving, and maintaining professionalism across all customer touchpoints. Adept at working independently in remote settings ...
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
E-commerce & Marketplace
Design & Creative
Work Experience
Customer Support / Merchant Support Officer
Pesapal Uganda
Feb 2025 - Present
Job Responsibilities:
Acted as the primary contact for client and merchant support across email, chat, and phone, consistently meeting SLA targets and KPIs including First Response Time and Resolution Rate. Resolved system, payment, and portal-related issues, accurately escalating complex cases and ensuring timely end-to-end ticket resolution and client updates. Maintained 98%+ CRM documentation accuracy while managing...
Customer Experience Advisor
BrighterMonday Uganda
Mar 2023 - Jan 2025
Job Responsibilities:
Improved customer experience metrics including CSAT, NPS, and CES through structured follow-ups. • Handled client queries through email, chat, and phone while ensuring timely resolution. • Conducted follow-ups on open issues to ensure 100% closure within agreed timelines. • Maintained high-quality communication, achieving a 90% call quality score. • Documented root causes of recurring issues to ai...
Operations Associate – Service Delivery
BrighterMonday Uganda
Jul 2024 - Jan 2025
Job Responsibilities:
Managed 300+ portal interactions and job postings monthly, ensuring accuracy and SLA adherence. • Provided client support for platform issues, escalating appropriately. • Improved moderation efficiency by 25% through better documentation and workflow updates. • Generated weekly performance reports supporting operational decision-making • Collaborated with product teams to align support feedback wi...