Summary
Overview
Work History
Education
Skills
Software
Accomplishments
Timeline
Generic
Ambrose Chege

Ambrose Chege

Customer Services Specialist
Dubai

Summary

Dynamic Customer Service Specialist with a proven track record excelling in complaint resolution and customer retention. Skilled in CRM software and building rapport, I consistently enhanced customer satisfaction and loyalty through effective problem-solving and empathetic communication, contributing to a significant increase in repeat business.

Overview

3
3
years of professional experience

Work History

Customer Services Specialist

Carrefour Hypermarket Dubai
08.2023 - 05.2025
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

DHL Company
01.2022 - 03.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Improved resolution time with effective problem-solving for customer complaints.

Education

Bachelor Of Commerce - Accounting And Finance

Taita Taveta University
Mombasa, Kenya
11.2023

Skills

Customer service

Software

Microsoft office

Microsoft excel

CRM

Bookkeeping

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Customer Services Specialist

Carrefour Hypermarket Dubai
08.2023 - 05.2025

Customer Service Representative

DHL Company
01.2022 - 03.2023

Bachelor Of Commerce - Accounting And Finance

Taita Taveta University

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Ambrose ChegeCustomer Services Specialist