Grace Omari Email and Phone Number

* Answering questions about the company’s product or service* Processing orders and transactions* Resolving and troubleshooting technical problems* Delivering information about a company’s offerings* Providing proactive customer outreach* Handling customer complains* Collecting and analyzing customer feedback* Responding to customer reviews* Tracking customer service KPIs and metrics* Developing and documenting knowledge into helpful content

o Assist users with the onboarding process of the platformo Assess users’ account for any suspicious behaviour and verify.o Check for patterns and red flags that may indicate signs of fraud and report to the relevant department.o Handling and reporting disputed transactional issueso Handling escalated issues pertaining user account status.o Screening of accounts and customers to ensure that they are compliant

o Handle escalated issues and deescalating customers.o Offer support to the junior representatives when needed.o Resolve formal complains raised by users and escalate those that may need attention from other stakeholders.o Supply excellent feedback to line managers on a regular basiso Establish and maintain effective and cooperative working relationships with customers and colleagues alike.

o Handled general queries about product usage and handle troubleshooting issueso Collect feedback and data from users and relay it to the relevant departments for action.o Check on transaction delivery statuses and reporto Offered support to customers through inbound and outbound calls, emails and chats.o Record all customer contact notes accurately on the system.o Meet defined department Quality Assurance metrics (KPIs, SLAs)

• Develop test scripts utilizing comprehensive business requirements and present to the businessfor approval.• Implement test scripts, record actual results and identify defects.• Provide coaching to agents where necessary to improve in service delivery to the customer.• Suggest creative and active solutions for problem.• Monitor and analyze calls and emails then identify on the areas of strength report on defect/areas of improvement to management.

•Get customer’s feedback and escalate them to the necessary departments• Handling customer complaints and respond accurately and promptly• Offering customer education with regard to the products/ services• Conducting telesales which benefits the customer and the company• Read, comprehend and follow formatting procedures for data entry or sales• Forward all filed claims to the appropriate department for handling and investigation• Meet and exceed production goals by working the number of hours scheduled• Capturing the correct reason of calls and reporting to the relevant departments

• Monitoring the office Email• Filing of Cases according to the relevant filing system• Reminding Correspondents on court dates and their need to attend.• Maintaining office diaries• Receive incoming office correspondence• Procure office stationary and manage the office budget• Manage the office petty cash register