Remote customer support, CRM administration, and digital cooRemote customer support, CRM administration, and digital coo
Thabo
$600
per month
($3/hour)
Profile Description
Customer-focused professional with 5+ years in remote IT support, CRM, and digital operations roles.
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Virtual Assistance & Admin
Work Experience
Customer Care Representative
Cassava Smartech (EcoCash Holdings)
Apr 2025 - Present
Key Achievements:
Manage high volume customer inquiries across chat, phone, and walk in channels, handling 70+ queries daily while maintaining a CSAT score of 4.8/5. Utilise Salesforce and Zendesk for ticket management, reporting, and performance monitoring, achieving 95% SLA compliance. Track and resolve customer complaints within SLA timelines, maintaining a First Contact Resolution (FCR) rate of 85%. Maintain EcoCash touchpoints and ensure service quality standards, contributing to a 20% reduction in customer churn. Leverage remote support tools to assist customers across multiple regions, ensuring consistent service delivery.