Daniel Kiptoo Email & Phone Number

Key Responsibilities ;-Resolved customer issues through multiple channels that included the in-App, email support, and phone support.-Served as Bolt’s customer-facing point of contact, liaising with the Customer Support Team and internal departments on escalation and quick resolution of customer issues.-Review an average of 50 tickets weekly to establish trends on safety reports.-Won Best Quality Agent Award for maintaining the highest levels of service quality and customer satisfaction-Maintain safety of our customers by constantly providing prompt responses to safety queries upholding an average first response time of 1 hour.-Carryout data analysis on safety reports across our different markets to understand potential risks, work with the product team to ensure drivers are aware of these unsafe areas and develop risk mitigation strategies.-Create a training manual for outsourced agents on our phone support software, trained and on-boarded them successfully to increase the first-line phone support team by 80% while maintaining quality support.-Conduct training with the operations team on how to handle and report safety queries.Identifying and assessing customer needs to achieve satisfaction.

Key Responsibilities;-Resolved customer complaints and questions in a timely and friendly manner-Escalated unresolved issues to the appropriate internal teams-Documented all call information according to standard operating procedures.-Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.-Communicated client satisfaction trends and product usage to marketing, sales and product development groups.-Delivered superior customer service to retain existing customers and attract future customers.-Building client list and strengthening customer relationships through consistent communication via phone and internet.-Answered calls and helping customers place orders through Salesforce.-Contacted potential or existing customers to inform them about a product or service using scripts.-Asked questions to understand customer requirements and close sales.-Answered questions about products or the company.-Managed customer accounts, and promptly resolve customer complaints-Utilized inbound and outbound telephone calls to persuade customers to purchase companies' products and services.-Followed up on customers who have challenges placing orders.-Helped customers who call in to know their order status and invoices.

Key Responsibilities;-Handle customer inquiries via telephone , live chat and email.-Manage and resolve customer complaints turning them into happy customers and retaining them.-Demonstrate high attention to detail, organization and management ofmultiple tasks and projects simultaneously.-Provide customers with product and service information by clearly explaining procedures, answering questions and providing information.-Identify and escalate priority issues and where necessary, follow up customer concerns.-Document all customer interaction information according to standard operating procedures.-Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures-Suggest product improvement strategies across all internal channels.-Listen and collect feedback from customers for process and service improvement.