Jesse Okolo

Experience

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  Concentrix

  Aug 2020 - Jun 2022

  Bilingual Customer Service Representative

  - Responding to customer inquiries, feedback, and complaints via various channels, such as email, chat, or phone calls, with a focus on delivering excellent customer service.- Identifying and resolving technical issues related to app downloads, updates, payments, and other App Store functionalities. Guiding users through step-by-step troubleshooting processes to resolve their problems.- Offering accurate information about app features, permissions, and compatibility requirements to help users make informed decisions about their app downloads.- Handling refund requests and payment-related issues, ensuring that users receive appropriate assistance regarding any billing concerns.- Educating users about Company's App Store policies, guidelines, and terms of service to ensure compliance and a safe app ecosystem.- Assisting developers and users with inquiries related to the app review process, including policy violations, appeals, and clarification on rejection reasons.- Escalating complex or critical issues to higher-level support teams or relevant departments for further investigation and resolution.- Documenting customer interactions and case details accurately within the support system to maintain a comprehensive customer service database.- Staying up-to-date with Company's App Store updates,changes in policies, and new features to provide users with accurate and relevant information.- Educating users on safe app practices, avoiding malicious apps, and understanding app permissions to enhance their app browsing and downloading experience.- Assisting in the identification and reporting of potentially harmful or policy-violating apps to maintain a secure and trustworthy app marketplace.- Engaging with users in a friendly and professional manner, striving to create a positive impression and foster a long-term relationship with the Company's App Store. Show less

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  ByteDance

  Jul 2022 - Oct 2022

  Content Moderator

  - Reviewing and evaluating user-generated content, including text, images, videos, and audio, to ensure it adheres to Bytedance's content policies and standards.- Enforcing Bytedance's community guidelines and policies by taking appropriate actions on content that violates the guidelines, such as removing, restricting, or flagging inappropriate content.- Ensuring that the content moderation process maintains high quality and accuracy, maintaining the integrity of Bytedance's platforms as a safe and positive environment for users.- Responding promptly to user reports and complaints about inappropriate content, taking necessary actions based on the severity of the violation.- Being aware of cultural and regional differences to assess the context of content appropriately and make fair judgments.- Analyzing content-related data and trends to identify patterns and potential areas of concern, providing valuable insights to improve content moderation strategies.- Identifying potential risks and emerging trends related to harmful or misleading content and escalating critical issues to the appropriate teams.- Keeping abreast of changes in Bytedance's policies, guidelines, and industry regulations, ensuring compliance with evolving standards.- Collaborating with cross-functional teams, including legal, policy, and engineering teams, to address complex content-related challenges and develop effective solutions.- Ensuring the privacy and confidentiality of user data and content during the moderation process.- Being adaptable to work on new or emerging platforms and applications under Bytedance's umbrella as they expand their services. Show less

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  Foundever™

  Jan 2023 - Jun 2023

  Bilingual Customer Service Representative

  - Handling incoming messages, emails, and calls from guests and hosts regarding bookings, reservations, cancellations, property details, and general inquiries. Providing prompt, courteous, and accurate responses to address their needs effectively.- Assisting customers in resolving issues and complaints related to their bookings, payments, or any other concerns they may have. Finding suitable solutions to ensure customer satisfaction and a positive experience with the company.- Assisting guests with the booking process, helping them find suitable accommodations based on their preferences, budget, and travel dates. Providing information on listings and facilitating the booking process.- Handling payment-related inquiries, assisting with refund requests, and resolving payment-related issues promptly and accurately.- Educating customers on Airbnb's policies, terms, and conditions to ensure they understand the rules and regulations associated with bookings and listings.- Interacting with hosts to address their concerns, offer support, and help with listing management. Providing guidance on optimizing listings and enhancing their hosting experience.- Ensuring the safety and security of both guests and hosts by addressing any safety concerns, reporting issues to the appropriate channels, and following Airbnb's safety protocols.- Documenting customer interactions, inquiries, and resolutions accurately in the customer service database. Ensuring proper case management and maintaining customer records.- Ensuring strict adherence to companies policies, guidelines, and regulations while assisting customers and handling their inquiries.- If applicable, providing customer service in multiple languages to accommodate Company's global clientele. Show less

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  Konecta

  Jun 2023 - Dec 2023

  Bilingual Customer Service Representative

  - Responding to customer inquiries via phone, email, or chat.- Providing information about Luxottica products, services, and policies.- Assisting customers with product-related questions, concerns, and issues.- Processing and tracking customer orders, including sales, returns, and exchanges.- Ensuring accurate order entry and timely delivery of products.- Addressing and resolving customer complaints, concerns, or issues.- Collaborating with other departments, such as logistics or quality assurance, to resolve more complex problems.- Developing and maintaining in-depth knowledge of Luxottica's eyewear products.- Assisting customers with product selection based on their needs and preferences.- Enforcing Luxottica's policies and procedures in customer interactions.- Providing information about warranty policies, return policies, and other relevant guidelines.- Assisting customers with technical issues related to Luxottica's products, such as eyeglass frames or lenses.- Effectively communicating with customers and internal teams to ensure accurate information flow.- Keeping customers informed about the status of their orders or issue resolutions.- Maintaining detailed and accurate records of customer interactions.- Documenting common issues and providing feedback to improve products or services.- Collaborating with other team members and departments to share insights and improve overall customer service.- Ensuring compliance with all relevant laws and regulations related to customer service.- Providing feedback on customer service processes to contribute to ongoing improvements.- Participating in training programs to stay updated on new products and services. Show less

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  SoftSvit

  Dec 2023 - Nov 2024

  Account Manager

  - Building and nurturing strong, long-term relationships with clients. This involves regular communication, understanding their needs and objectives, and serving as their primary point of contact for any inquiries or assistance.- Acting as a client advocate within SoftSvit, representing their interests and ensuring that their feedback and suggestions are communicated and addressed effectively by relevant teams within the organization.- Serving as a trusted advisor to clients, helping them derive maximum value from SoftSvit's products and services while also driving business growth and fostering long-term partnerships.Bilingual Customer Show less