Jacob Langat

Experience

• 

  Rift Valley Institute of Science and Technology

  Jul 2018 - Dec 2018

  Public Relations Assistant

  Wrote, edited and distributed various types of content including material for a website, social media platforms, press releases, drafting speeches, marketing material and public relations content.

• 

  East Africa institute of certified studies

  Jan 2019 - Apr 2020

  Customer Service Officer

  Provided a consistently high quality and efficient customer service i.e. inquiry and complaint handling within the agreed timelines. Key contributions;  Interacting with the Institute Clients and ensured that customer data was captured correctly and in line with the company’s processes and procedures.  Resolved customer query on first contact and kept the promise of query/problem resolution for escalated cases. Provided timely and first hand resolutions to the Clients complaints and answered queries while ensuring quality customer service in all interactions with the Clients.  Produced valuable and engaging content for the Institute social media platforms that attracted and converted our target groups. Handled massive emails with less than a 1% error rate, inbound calls with an overall customer satisfaction score of 100% and call success rate of above 98%  Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly. Maximized Client’s satisfaction and retention by handling and solving customer queries, problems and complaints within the agreed turn-around times. Provided Clients with products information by clearly explaining procedures, answering questions and providing relevant information. Followed through on all issues to ensure closure of customer queries and complaints within the agreed turnaround timelines.  Captured all queries (including verbal, written, telephone, e-mail etc) on the query logging system with 100 % accuracy. Achieved 99 % adherence to service level agreements and gave progressive feedback on potential breach of Service level agreements (SLA’s). Successfully built a sustainable relationship with customers, going the extra mile in all conversations. Attained 100% marks in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness. Show less

• 

  JPC TRADE CO., LTD.

  Apr 2021 - Jun 2022

  Customer service & Sales Consultant

  Performing duties related to the full cycle sales strategy for Automotive from qualifying to closing sales. Key tasks;  Responding to general enquiries about the products offered while identifying and assessing Customer needs to achieve satisfaction. Assisting clients in auction bidding and importation for Vehicles within the agreed turnaroundtimelines. Answering walk-in customers, electronic inquiries, and follow up on the completion of sales. Generating new sales to irregular and inactive customers through cold calling. Maintaining an awareness of local market competition conditions and industry trends by conducting market analysis. Maintaining mutually beneficial relationships with key customers, decision makers and thought leaders, increasing high referrals and sales revenues. Developing and increasing the customer base by analyzing contacts or prospects, understanding their needs, plan and conduct meetings and build relationships. Creating offer by verifying prospects’ needs, translating them into tailored solutions, negotiating the deal and follow-up. Working with the Sales Manager to develop sales agreements that benefit the company as well as the customer. Communicating to prospects in person, over the phone, and/or in writing the available units and service available. Developing an in-depth understanding of the company current car inventory and use that knowledge to encourage customers to make a purchase. Show less

• 

  Jubilee Insurance

  Feb 2023 - now

  Customer Experience Officer

  Main Responsibilities1. Ensure customer inquiries and complaints are promptly and effectively resolved within the required timelines.2. Interact with the clients as the first point of contact between the company and the customers.3. Providing other product or service information to customers.4. Maintain customer records by updating account information.5. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.6. Implement strategic initiatives to improve customer satisfaction levels and loyalty7. Send regular updates to customers (arrear notices, lapse notices, renewals, policy statements etc.) and suggest ways of improving communication to customers.8. Contribute to team effort by accomplishing related results as needed.9. Prepare product or service reports by collecting and analyzing customer information.10. Analyze customer’s complaints and recommend solutions.11. Communicate changes or adjustment in policies to clients.12. Maintain strong relationship with customers Show less