Simon Mukisa Email & Phone Number

Kampala, Ug

Kampala, Central Region, Uganda

Kampala, Central Region, Uganda

Taking care of client's inquiries via chat and email, assessing problems, and taking appropriate action to ensure needs are met with in-depth knowledge about the product and standard operating procedures.KEY RESPONSIBILITIES● Manage and respond to customer tickets within the established SLA and performance guidelines.● Reporting system bugs and general problems experienced by the clients to the specialized departments or CS Management.● Troubleshoot issues to help… Show more Taking care of client's inquiries via chat and email, assessing problems, and taking appropriate action to ensure needs are met with in-depth knowledge about the product and standard operating procedures.KEY RESPONSIBILITIES● Manage and respond to customer tickets within the established SLA and performance guidelines.● Reporting system bugs and general problems experienced by the clients to the specialized departments or CS Management.● Troubleshoot issues to help diagnose problems. Collaborate effectively to work through the troubleshooting process, and ensure client issue resolution.● Escalate suspicious client activities to the CS Management and Compliance Department.● Multi-task between multiple tools and systems and apply information and knowledge to customer situations. KEY ACHIEVEMENTS● Increased client satisfaction rate to 95%.● Solved 25-30 tickets daily. Show less

Kampala, Uganda

Worked within the customer service team that attended to inquiries, resolved client problems related to mobile money services, and reported to the customer service team leads and customer service manager.KEY RESPONSIBILITIES● Answered 75+ calls daily in a high-volume call centre environment, with an average customer satisfaction rating of 95%.● Carried out retention calls with unsatisfied customers, convincing 20% of them to keep using the service.● Attentively listened… Show more Worked within the customer service team that attended to inquiries, resolved client problems related to mobile money services, and reported to the customer service team leads and customer service manager.KEY RESPONSIBILITIES● Answered 75+ calls daily in a high-volume call centre environment, with an average customer satisfaction rating of 95%.● Carried out retention calls with unsatisfied customers, convincing 20% of them to keep using the service.● Attentively listened and fully understood a caller’s query and provided a solution thatmet their needs.● Provided product knowledge to new and existing users on using the Wave application when paying bills, purchasing airtime, and sending money.● Lead one one-on-one and group training product knowledge sessions with call center agents on new and updated customer and agent application features.● Resolved client issues such as wrong mobile bill payments by escalating to the integrations team, and wrong transactions by making refunds or manual transfers to the right receiver.● Diligently followed up on Know Your Customer (KYC) as a standard requirement from the Central Bank to all Wave clients.● Persuasively cross-sold other wave services such as bill payments to existing users and non-users through field operations.● Followed up on ongoing customer cases and communicated progress to management and customers.KEY ACHIEVEMENTS● Consistently exceeded personal key performance indicators and individual targets by at least 25%.● Achieved customer retention rate 45% above the company average.● Trained a class of 34 call centre agents and 40+ recruits on the updated features of the customer and agent application in 2022. Show less

Uganda

Was in charge of handling customer complaints, and provided appropriate solutions and alternatives within the time limits.KEY RESPONSIBILITIES● Improved at least 95% of Customer Experience by communicating timely feedback on the track of goods and products to clients.● Built Customer Loyalty through replacements and provided vouchers in case of damaged items and unsatisfied experiences.● Attentively listened to customer needs, analyzed each situation, and offered advice… Show more Was in charge of handling customer complaints, and provided appropriate solutions and alternatives within the time limits.KEY RESPONSIBILITIES● Improved at least 95% of Customer Experience by communicating timely feedback on the track of goods and products to clients.● Built Customer Loyalty through replacements and provided vouchers in case of damaged items and unsatisfied experiences.● Attentively listened to customer needs, analyzed each situation, and offered advice and opinions on products and services that best fit their unique situation.● Provided strong customer service and assistance on escalated calls.● Resolved an average of 40 inquiries per day.● Solved20-25 tickets daily through Salesforce.KEY ACHIEVEMENTS● Achieved at least a 97% customer satisfaction rating. Show less

Kampala, Uganda

Was in charge of handling Customer contact channels and order processing. KEY RESPONSIBILITIES● Answered calls and attentively listened to and processed clients’ orders promptlyand accurately.● Followed up on client’s orders and provided timely feedback in case of delays or missing items to manage customer experience.● Providing advice, information, and assistance to callers, and attempting to resolve all inquiries on first contact with the caller.● Oversaw… Show more Was in charge of handling Customer contact channels and order processing. KEY RESPONSIBILITIES● Answered calls and attentively listened to and processed clients’ orders promptlyand accurately.● Followed up on client’s orders and provided timely feedback in case of delays or missing items to manage customer experience.● Providing advice, information, and assistance to callers, and attempting to resolve all inquiries on first contact with the caller.● Oversaw customer service issues and handled complaints or reported to management.KEY ACHIEVEMENTS● Attained 95% success in all customer service categories including communication, interpersonal, problem-solving, and friendliness. Show less