Sylvia Muthee

Handling general enquiries, problems or concerns to our customers on a timely basis. Record, report and follow up on general queries and complaints. Ensure customer satisfaction with rapid delivery. Provide advice and assistance to customers in the most appropriate format to meet their needs. Receive customer calls of request for products and services. Investigate what products and services the customer needed and advise the immediate supervisor for action. Assist customers and merchants identify services and products that best suited their needs.

Responsibilities;

I managed phone calls, chat messages, and emails, ensuring prompt and professional responses to all customer inquiries and concerns.

I assisted customers in placing, modifying, and tracking orders, ensuring accuracy and efficient communication with the production and delivery teams.

I provided detailed information about products, pricing, customization options, and promotions to enhance the customer experience.

I resolved customer complaints and escalated complex issues to the relevant teams while maintaining a high level of customer satisfaction.

I maintained accurate records of customer interactions and prepared weekly reports to identify trends and suggest improvements.

I collaborated with the baking and delivery teams to ensure seamless order fulfillment and customer satisfaction.

Achievements;

I successfully handled a high volume of customer inquiries, reducing response times and improving customer satisfaction ratings.

Streamlined the order management process by improving communication between customers and the production team.

Played a key role in improving customer retention by providing personalized support and timely follow-ups.

Developed a system for tracking and documenting customer feedback, which led to actionable improvements in product quality and service delivery.

Earned recognition from management for maintaining professionalism and empathy during high-pressure situations, especially during peak season.

Ensured smooth functioning of meetings. Provided timely support to all departments. Controlled stock of stationery, maintenance and repairs to office equipment. Conducted general administrative duties to ensure smooth daily running of the department.

Handled customer inquiries, complaints, billing questions and payment extension/service requests. Manage high-volume workload within a deadlines driven environment.

Handled customer inquiries, complaints, billing questions and payment extension/service requests Manage high-volume workload within a deadlines-driven environment