Javan Peter

Experience

• 

  Kenya Bureau of Standards

  Mar 2007 - May 2007

  Intern - Information Communication and Technology Department

  • Installation and sharing of hardware resource on the network • Mail configuration and taking daily backup. • Troubleshooting network problems • Installation of the operating system and application software on PCs • Updating antivirus definitions and ensuring data and network security. • User support.

• 

  Safaricom Limited

  Sept 2008 - now

  • Delivery of high quality customer service in all interactions with customers.• Provision of technical support to appointed third parties calling on behalf of internal and external customers. • Responding to customer’s technical queries and providing information on data related issues (mobile and fixed) through the allocated data support lines and email within agreed SLA and laid down standard procedures. • Achieving customer satisfaction by timely resolution of their issues raised and consistent follow up. • Ensuring adherence to internal quality measures agreed for the unit and including all processes and procedures.• Availing weekly reports on escalated customer issues to show trends on issues impacting customer queries. • Promoting awareness, knowledge and usage of the organization’s products and services by internal and external customers. • Prompt resolution and/or escalation of unresolved issues to the relevant sections or departments and source expertise and feedback.• Carrying out customer visits, clinics and offer demonstrations on different solutions to facilitate resolution of related issues. • Preparing and updating user guides, troubleshooting guides and knowledge base for use by both external and internal customer.• Training Customer Care Representatives to ensure optimum satisfaction of clients. Other Key Functions:-• Assisting and advising customers regarding usage and benefits of organization’s products and/or services. • Communicating with customers to receive their valuable feedback and suggestions for improvement in firm’s products/services. • Creating and maintaining tailor-made training manuals for Customer Care Representatives to enable them provide on-the-spot solutions to calling customers. • Documenting and maintaining reports related to discussions and feedback provided by customer and presenting reports to appropriate Teams to enable further improvement in products/services. Show less • Delivery of high quality service to all calling customers • Educating calling customers on all company products and services. • Ensuring First Contact Resolution where possible, and escalating and following up issues to resolution where applicable. • Initiating investigations resulting from unresolved complaints and escalating the same to the Call Centre Team Leader, VAS/Technical teams, Enterprise & Consumer Business Units, IT, Credit control and Support Centre, whichever is relevant.• Collecting and recording all information provided by calling customers for use in provision of quality service. • Following call center laid down processes, procedures & instruction in provision of services. Show less

  • Data Support Analyst

    Jul 2010 - now

  • Customer Care Representative

    Sept 2008 - Jul 2010