tomas junior

customer service representative

About

Providing a 1st line support service and resolution to customers through answering queries to the allocated support lines, monitoring the Coca-Cola social media pages as well as responding via email while ensuring that all the processes and procedures are adhered to.

Country

kenya

City

kenya

Industry

marketing and advertising

Skill

journalism, creative writing, media relations, press releases, news writing, editing, public relations, negotiation, customer service, social media, social media marketing, experiential marketing, team leadership, marketing strategy, microsoft office, strategic planning

Experience

news reporter

fish media

2011-1 - 2011-8 · 8 mos

brand ambassador

equator bottlers

2011-8 - 2013-11 · 2 yrs 4 mos

customer service representative

the coca-cola company

2013-11 - Present · 12 yrs 10 mos

* 1. Receive, classify, prioritize and log incidents and requests on daily basis. * 2. Investigate incidents and diagnosis (including resolution where possible) on daily basis to restore services to customers. * 3. Escalate incidents, requests and problems as per escalation matrices on daily basis. * 4. Keep affected customers informed about incidents and request resolution progress on daily basis, notifying them of impending changes and or agreed outages etc. * 5. Build and maintain excellent relationships with all customers of the Service Desk while maintaining quality and expectations * 6. Managing Open calls. * 7. Taking users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software. * 9. Implement Service Desk policies, plans and strategies relating to IMCR processes – Incident Management, Crisis Resolution