Mary Anyango Email & Phone Number

Nairobi, Kenya

• Handling service ticket escalations from different customer partner markets at d.light (over 27 countries) and resolving them within SLA.
• Perform training for the system Upgrades
• Becoming the Link between the Business and System Needs
• Managing user creation and user audits.
• Conduct routine checks on the various systems and support payments and SMS delivery.
• Data Requests

Nairobi, Kenya

Act as second level support to the business providing second level support to customer queries received from all touchpoints and act as a link between departments and corporate in regards to escalations.Realigning business processes and ensuring business rules are followed.Case resolution and follow up on customer issues that require second-level support.

Nairobi, Kenya

• Provide professional and excellent customer support by establishing and maintaining positive business relationships and responding efficiently to customer inquiries.
• Educate customers about terminology, technology, and self-help features and benefits of products and services in order to improve customer education and satisfaction.
• Confirm client information as per the system and update the database to fit the client’s requirements.Updating client complaints, inquiries, comments, and compliments regarding products & services on all relevant.
• Review and validate customer requests and follow up escalations to ensure closureFollow-up and obtain approvals were needed to close on customer’s inquiries.
• Promptly address customer issues or complaints with the assistance and or input of other internal resources.
• Enhance customer loyalty, cross-sell and up-sell accordingly in line with all products and services