Kevin Macharia Wachira

Results-driven customer service professional with 7+ years of experience delivering exceptional support across remittance, e-commerce, and sales industries. Skilled in handling high-volume inbound and outbound calls, live chat, and email support, with a strong track record of resolving complex customer issues quickly and professionally. At Sendwave, I supported international remittance customers with account verification, fraud prevention, and dispute resolution — reducing customer complaints by 30% and improving query turnaround time by 10% through more efficient processes. At Jumia Kenya, I managed order inquiries, troubleshooting, and multi-channel customer support for six years, building a strong foundation in patience, clarity, and problem-solving under pressure. I'm proficient with leading CRM and support tools including Salesforce, Zendesk, Talkdesk, Avaya, and LiveChat, along with Slack, Zoom, and Microsoft/Google Suite — making me well-equipped to hit the ground running in any remote support environment. Fluent in English and Swahili, self-motivated, and highly reliable, I bring a calm, solutions-first approach to every customer interaction — whether it's resolving a billing issue, tracking an order, or de-escalating a frustrated caller. Core strengths: Customer relationship management • Conflict & complaint resolution • Order processing • Fraud/account verification • Multi-channel support • Time management • Team collaboration

No client reviews yet.

Sign in to hire Post a job

Click to copy · share with clients