Joel Juma Seru Email and Phone Number
As a professional Customer Experience Advisor at BrighterMonday Kenya, I specialize in optimizing processes, organizing training sessions, and ensuring a smooth onboarding process for clients. With a passion for improving the customer journey, I help businesses grow by focusing on operational excellence.Throughout my professional experience, I've interacted with people from various walks of life, each with their own set of attitudes and difficulties, ranging from complaints, compliments, and essential inquiry. As a result, I've honed my ability to manage each client in a unique and personalized manner, ensuring customer happiness and resolution of the issue.I have more than 5 years experience in customer service, operations management, and training. My expertise includes client support, client onboarding, team training, and CRM systems. I have demonstrated a strong ability to lead internal training programs and streamline customer onboarding processes, providing thorough platform walkthroughs that enhance user engagement and satisfaction. By meticulously reviewing and approving ads for our online job board, I help maintain quality and ensure alignment with platform standards.In addition, I perform quality assurance (QA) for telesales team calls, ensuring consistency and excellence in communication. My support for the marketing team during activations and CV training for jobseekers in partnership with @SafaricomHook Career Pillar has contributed to effective outreach and skill-building for users. Through these initiatives, I have helped improve operational efficiency, customer satisfaction, and cross-functional collaboration, all while ensuring high standards are upheld across different aspects of our services.I'm eager to connect with professionals who share a vision for enhancing customer journeys and operational excellence. Whether you're looking to discuss best practices, explore partnership opportunities, or seek insights on improving job board services and telesales QA, feel free to reach out. Let's collaborate to drive impactful results and innovative solutions!
-
Customer Experience AdvisorBrightermonday Kenya Jan 2022 - PresentNairobi, KenyaHandling daily operations, ensuring customer inquiries were addressed promptly, reducing response time by 50%Leading customer onboarding daily, ensuring a smooth transition and consistent communication.Conducting platform walkthroughs for clients to enhance user experience, maximize platform value, reduce support queries, building client confidence, encouraging platform adoption and increase upselling and cross-selling opportunities.Designed and facilitated training programs that improved customer service performance by 15%Collaboration with cross-functional teams to optimize processes and enhance the overall customer journey. -
Customer Experience AdvisorPigiame Jan 2021 - Jan 2022Nairobi, Kenya -
Customer Service SpecialistRentzend Jan 2020 - Sep 2020Customer Support Specialist/client success. In charge of handling, live chat platform responding to leads queries accurately and timely motivating them on vacant properties listed on the website. Following up on potential leads to motivate them to tour listed properties. Setting up showings in coordination with property touring agents and informing leads to attend.Listings management. Creating and publishing new rental property listings; Updating locations, pictures, amenities, descriptions, leasing terms and rent. Marketing new listings and following up to remarket non-performing listings. -
Customer Service Team ManagerBetin Kenya - Gamecode Ltd Feb 2019 - Oct 2019Nairobi, KenyaResponsible for organizing, expediting and coordinating the flow of work with customer care agents, monitor the performance of the team, organize work between customer care agents in the shift and ensure KPI targets were met.Responsibilities:• Assisting the team by organizing the tasks between customer care agents on various platforms.• Supervising the shift to ensure all clients are served accordingly and efficiently.• Handling complaints and other issues that the customer care team comes across during the shift.• Maintaining files, emails, reports and other relevant information in an organized manner.• Verification of withdrawal requests and initiation of the withdrawal process for bank withdrawals. • Communicating with other internal departments for instance Finance, IT, marketing and trading departments in case of issues and following up to receive fast resolution on the same.• Organizing frequent training, calibrations and motivating the team in order to increase performance.• Doing department KPI and daily reports, analyzing the reports to evaluate the team’s performance, department productivity and providing appropriate feedback to the management. • Identifying customers’ needs and installing guidance and procedures to increase customer satisfaction.• Supervising the team, manage team productivity, propose policies and work rules to increase the customer care quality and team’s productivity.
-
Customer Service RepresentativeBetin Kenya - Gamcode Ltd Sep 2016 - Feb 2019Nairobi, KenyaRepresenting the company in all customer interaction platforms, giving the best service possible via live chat, email, phone and social media platforms.Providing the best customer service by;• Solving customers’ problems• Explaining to customers how to use the company's games and services• Clarifying to customers company’s terms and conditions when needed• Assisting customers with ongoing marketing campaigns• Escalating and following up customer cases when needed
-
Customer Service RepresentativeStartimes Kenya Jul 2015 - Feb 2016Nairobi, KenyaProviding Customer Support/Assistance through inbound calls and conducting customer-based surveys through outbound calls.
Joel Juma Seru Education Details
-
Nairobi Institute Of Business StudiesMass Communication/Media Studies
Frequently Asked Questions about Joel Juma Seru
What company does Joel Juma Seru work for?
Joel Juma Seru works for Brightermonday Kenya
What is Joel Juma Seru's role at the current company?
Joel Juma Seru's current role is Customer Experience Advisor | Expert in Operations, Training, and Customer Onboarding at BrighterMonday Kenya.
What schools did Joel Juma Seru attend?
Joel Juma Seru attended Nairobi Institute Of Business Studies.
Who are Joel Juma Seru's colleagues?
Joel Juma Seru's colleagues are Wanjiru Kungu, Victor Murimi, Brenda Chebet, Irene Chamdany, Kisakye Leonard, George Odhiambo, Steve Sagasi.
Free Chrome Extension
Find emails, phones & company data instantly
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial