Hire the Best Chat Support Specialists
in Kenya

A quality-focused AI Operations Specialist with experience supporting AI training, data annotation, software quality assurance, editorial review, and customer support. Over the years, I have worked with international teams on AI training and data annotation projects involving image annotation, prompt evaluation, AI response review, and image editing recognition. I also perform software and mobile application testing across a wide range of industries, identifying bugs, usability issues, and functional defects while ensuring an excellent user experience. My background also includes customer support, content review, proofreading, SEO editing, and quality assurance. I understand the importance of following detailed guidelines, meeting deadlines, protecting confidential information, and consistently delivering work that exceeds client expectations.

Ready to improve your customer satisfaction by 30%? With my expertise, I can help turn complaints into loyal customers, saving you thousands in churn costs each year. Let’s make your support a winning advantage! I'm a dedicated customer service specialist with over three years of experience. I have expertly managed supporting customers through various channels to improve satisfaction and loyalty. My professional journey has honed my skills in using CRM tools like Salesforce and Zendesk, while consistently achieving a 99.99% CSAT score. I am passionate about resolving issues efficiently to create positive experiences. With hands-on experience in e-commerce support and online store operations, I excel in handling escalations, support tickets, and maintaining high customer satisfaction scores. Your business will benefit from my detail-oriented, reliable support services. Skill Descriptions: 1. Customer Support: Delivering exceptional assistance through multiple communication channels to enhance customer satisfaction. 2. Email Support: Efficiently handling customer inquiries, providing timely and accurate responses via email platforms. 3. Live Chat Support: Engaging customers in real-time to resolve issues and answer questions, ensuring a seamless customer experience. 4. Phone Support: Offering personalized support over calls, resolving inquiries, and maintaining professional communication. 5. Social Media Support: Managing customer interactions on social media platforms, addressing concerns, and strengthening brand reputation. 6. Ticket Management: Streamlining the processing of support requests to maintain response-time targets and organization. 7. CRM Management: Expert use of CRM platforms like Salesforce for managing customer data and interactions effectively. 8. E-commerce Support: Assisting online stores in order tracking, refunds, and maintaining a top-notch service environment. 9. Conflict Resolution: Skilled in resolving issues calmly, professionally, ensuring customer satisfaction even in challenging scenarios. 10. Shopify Support: Providing specialized support for Shopify users, including order management and customer service. 11. Zendesk: Utilizing Zendesk to deliver high-quality support and manage customer communication efficiently. 12. Salesforce: Leveraging Salesforce to track customer interactions and improve service strategies. 13. Gorgias: Implementing Gorgias tools to streamline customer support processes and enhance efficiency. Let’s collaborate to elevate your customer service experience and foster lasting customer relationships. Connect with me to tailor a support strategy that fits your business needs.

Hi, I’m Nelly😊. I help fast-growing brands protect their customer lifetime value, scale revenue, and streamline daily operations. I have 6+ years of remote experience across E-commerce, Health & Wellness, and fast-growing startups, bridging the gap between personalized customer support and strategic inbound sales. I don’t just clear support tickets. I turn your support desk into a profit center by identifying upselling opportunities and turning daily users into loyal brand advocates. Key Metrics & Solutions I Deliver: 📈 Sales Growth & Retention 1. Inbound Closings: Converting high-ticket inquiries into paying contracts through tailored solutions. 2. Churn Reduction: Implementing retention strategies that keep customers supported, heard, and loyal. 3. Onboarding & Training: Crafting clear SOPs and documentation to speed up user and new-hire adoption. 🛠️ Customer Experience & Support 1. Omnichannel Support: Managing high-volume Phone, Chat, Email, and Social Media inquiries via Zendesk, Gorgias, Intercom, and Aircall. 2. Revenue Protection: Managing and winning PayPal & Stripe disputes to protect your bottom line. 3. E-commerce Operations: End-to-end Shopify order management, fulfillment tracking, returns, refunds, and exchanges. ⚙️ Operations & Administrative Support 1. Workflow Optimization: Follow-ups, calendar scheduling (Calendly), and organized record-keeping in CRM systems. 2. Process Creation: Building knowledge bases that allow your team to operate autonomously. Why Premium Brands Partner With Me: I bring a balance of professionalism, empathy, warm-friendly energy, and results. I don’t overpromise, but trust me to consistently deliver on customer satisfaction, retention, upsells, and sales. I’m also quite reliable and adaptable. If you're looking for a professional who can delight your customers, take ownership, and contribute to your business growth, I'm excited to meet you and get started.

Order Processing & RFQ Specialist with 5+ years of experience supporting electronic component distribution and supply-chain operations. Skilled in quotations, purchase orders, inventory coordination, customer support, and sourcing hard-to-find electronic components using IC Source and netCOMPONENTS. Also experienced in live chat support, dispatch coordination, and cold email outreach. I specialize in managing the full order lifecycle, including: RFQs and quotations Purchase order processing Payment coordination Shipping and tracking updates Vendor communication Inventory coordination Customer support and issue resolution I have hands-on experience sourcing electronic components through IC Source and netCOMPONENTS, including: Availability checks Pricing validation Lead-time confirmation Alternative sourcing Obsolete and hard-to-find component research In addition, I have experience supporting dispatch and customer service operations for service-based businesses, including: Responding to inbound leads Customer follow-ups Scheduling and dispatch coordination CRM updates Tracking jobs and customer interactions in Google Sheets I also support cold email outreach campaigns through: Prospect research Personalized outreach Follow-ups Appointment setting CRM management Campaign tracking using Instantly and Google Sheets Here’s how I can support your business: ✔ RFQ & Quotation Management ✔ Order Processing & Purchase Orders ✔ Customer Support & Live Chat Support ✔ Dispatch Coordination & Scheduling ✔ Shopify Order Fulfillment ✔ Invoice Processing & Payment Follow-Ups ✔ Vendor Coordination & Price Research ✔ Inventory & Order Tracking ✔ Lead Generation & Cold Email Outreach ✔ CRM & Administrative Support Tools & Platforms: Slack | Zendesk | Shopify | GoHighLevel | Google Workspace | Outlook | Gmail | Notion | Zoom | Calendly | Excel | Google Sheets | Canva | Instantly | IC Source | netCOMPONENTS | Complete Contact CRM | Splashtop I am committed to professionalism, accuracy, clear communication, and delivering reliable support that helps businesses operate efficiently and grow successfully. Let’s connect and discuss how I can support your team.

Customer Support & Operations Specialist with experience in administrative support, client communication, data management, content support, and remote workflow coordination. I am known for reliability, attention to detail, and professional written communication. I help businesses stay organized by handling customer inquiries, maintaining accurate records, supporting day-to-day operations, and ensuring tasks are completed accurately and on time. My background includes banking operations at Standard Chartered Bank, quality assurance and data verification at TNS East Africa, and several years of remote freelance collaboration supporting international clients through customer communication, documentation management, content coordination, and article writing projects. Here's how I can support your business: • Email & chat customer support • Virtual assistance & administrative support • Data entry & records management • CRM data management and ticket support • Documentation review & workflow coordination • Client communication & follow-ups • Content writing, editing & proofreading • Research and internet-based administrative tasks I am comfortable working with tools such as Google Workspace, Microsoft Office, Slack, ClickUp, Asana, Grammarly, ChatGPT, and basic WordPress systems. Whether supporting customers, managing administrative processes, maintaining accurate records, or assisting with written content, I bring professionalism, responsiveness, and a structured approach to every project. I am currently open to both short-term and long-term remote opportunities and available for ongoing support roles as well as project-based work.

I have helped reduce customer churn by approximately 50% through structured client onboarding and targeted follow-ups, while handling up to 100 customer emails and 60–70 phone calls per day. I am a Customer Support and Client Onboarding Specialist with 3 years of customer service experience, complemented by experience in Virtual and Administrative Support. I help businesses keep customers supported, successfully onboarded, and engaged while taking recurring operational work off their team’s plate. ◆ CUSTOMER SUPPORT I can take ownership of: • Email and live chat support • Customer inquiries and product questions • Issue investigation, resolution, and escalation • Customer follow-ups and proactive communication • Support ticket management • Customer complaints and service-related concerns • Customer records and interaction documentation My focus isn't simply answering customers. It’s providing clear, professional, timely, and solution-focused support that protects the customer experience. ◆ SAAS CLIENT ONBOARDING & RETENTION I can support customers from signup through successful onboarding by: • Guiding new customers through onboarding • Following up on incomplete registrations • Answering onboarding questions • Monitoring customer progress • Identifying onboarding friction • Re-engaging inactive customers • Proactively following up with customers who need assistance • Escalating issues that may affect customer satisfaction or retention My approach is proactive: identify potential problems early, communicate clearly, and make sure customers don't fall through the cracks. ◆ VIRTUAL ASSISTANT & ADMINISTRATIVE SUPPORT I can also take recurring operational work off your plate, including: • Inbox and email management • Calendar and appointment scheduling • Data entry and spreadsheet updates • CRM and customer record updates • Document and file organization • Online research and information gathering • Meeting coordination and reminders • Task tracking, follow-ups, and administrative reporting This gives you one reliable person who can handle both customer-facing responsibilities and the administrative work behind them. ◆ HOW I WORK Prioritize. Communicate. Document. Follow through. I take ownership of recurring responsibilities, prioritize urgent tasks, follow established processes, and communicate proactively when something needs attention. If something is unclear, I ask rather than make assumptions. If I notice a recurring customer issue, missed follow-up, or opportunity to improve a process, I bring it to your attention. When required, I provide clear End-of-Day reports covering completed work, pending items, and anything requiring attention—giving you visibility without requiring you to constantly check in. ◆ TOOLS & PLATFORMS Customer Support & Communication: Zendesk, Slack, Zoom, Google Meet Productivity & Administration: Google Workspace, Google Sheets, Microsoft Office, Excel, Feishu Project Management: Trello, Asana AI-Assisted Workflows: ChatGPT, Claude, Perplexity I use AI tools to improve efficiency in research, drafting, documentation, and repetitive workflows—but I keep customer communication accurate, professional, and human. ◆ EXPERIENCE & RESULTS • 3+ years of customer service experience managing high-volume customer communication, onboarding, follow-ups, and customer retention. • Managed 100+ customer emails and 60–70 calls daily while maintaining timely, customer-focused communication. • Helped reduce customer churn by 50% through structured onboarding and targeted customer follow-up • Supported customers throughout the onboarding journey, resolving questions and ensuring they understood the service before becoming inactive. • Created 15+ reusable response templates, reducing repetitive response work and improving communication consistency. • ALX Certified Virtual Assistant • IBM Certified in AI Literacy ◆ WHY WORK WITH ME? You get someone who can support customers, manage onboarding, follow up proactively, maintain accurate records, and handle recurring administrative work without constant supervision. You also won't need to constantly chase me for routine follow-ups or status updates. I track what needs to be done, communicate proactively, and flag issues when they need your attention. If customer emails, support tickets, onboarding follow-ups, CRM updates, or administrative tasks are taking time away from your team, I can take ownership and keep things moving. Send me a message or invite me to your job. Tell me what's currently taking up your team's time, and I’ll show you how I can help.