Hire the Best Customer Service Representatives
in Kenya

Hi, I am Florence 😊 Thanks for visiting my profile. I help Shopify D2C brands deliver exceptional, consistent support that retains customers and protects every dollar invested in your brand. I specialize in beauty, skincare, health, and wellness supplement brands, particularly subscription-based stores focused on retention and building lasting customer relationships, not just resolving the moment in front of them. We might be a great fit if you're thinking: ✔ "I need someone who can handle my tickets, refunds, and returns with professionalism and care." ✔ "Our support is growing faster than our process can handle." ✔ "I'm losing revenue to refunds and churn I know is preventable." ✔ "I want my customers to feel cared for, not just handled." ✔ "I need someone who can run this without me managing them." When working with me: ✔ Every inquiry is handled with speed, accuracy, and genuine care. ✔ Refund and return requests are managed within clear, revenue-protecting policies. ✔ Chargeback threats get de-escalated, and disputes are resolved before they cost you. ✔ Order tracking and shipping issues are resolved with accurate, confident communication. ✔ Upsell and cross-sell opportunities are identified and we go for it. ✔ Escalations are resolved completely. No loops, no unresolved threads. What you get in the background that makes all of the above consistent: ✔ A full audit of your current support interactions and gaps. ✔ SOPs your team can follow without supervision. ✔ A structured template library covering every common customer scenario. ✔ Revenue protection policies built around your specific business model. ✔ Clear escalation paths so nothing falls through. What my clients have said me: 🥇 Shopify founder. Niche - Health & Wellness and Skincare: "She is proactive, reliable, and consistently looks for ways to improve processes and customer experience. Her attention to detail and ownership of her work make her a valuable asset." 🥇Itsuki Kenko. ecommerce, health & wellness. Review 5★ 🥇 Email management client. Review 5★ Tools I work with daily: Shopify Admin · Gorgias · Zendesk · Gmail · Slack · 17Track · Loop. Skio. Reamaze. 📩 If this sounds like your business, Press the 🟢button in the top right-hand corner to Send me a Message or Invite me to your Job, I am happy to chat further on how I can support your brand in meeting its goals.

Hello there! I am a customer service expert with 5 years' experience in delivering exceptional customer support, handling diverse customer enquiries and improving service quality for global clients. I am experienced in customer service, quality assurance, team management, and AI data annotation. I have worked with international customers in fast-paced environments, handling phone, email, and live chat support while consistently maintaining high customer satisfaction. I also have extensive experience evaluating customer interactions, coaching support teams, identifying quality gaps, and implementing improvements that enhance both customer experience and operational performance. I am proficient in a wide range of CRM and support platforms, including Salesforce, Zendesk, Shopify, Gorgias, HubSpot, Freshdesk, Infobip and Dialpad. I adapt quickly to new systems and enjoy streamlining workflows to improve efficiency. Core Skills: ✅ ⁠Empathy: Understanding customer needs and concerns, ensuring they feel heard and valued. ✅ Problem Solving: Tackling challenges head-on with innovative solutions. ✅ Typing Speed/Accuracy: Ensuring quick and precise communication. ✅ Excellent Communication and Listening Skills: Conveying clear and concise messages while actively listening to customer feedback. ✅ Attention to Detail: Making sure nothing slips through the cracks. ✅ Time Management: Prioritising tasks to meet deadlines and customer expectations. ✅ Confidentiality: Safeguarding sensitive information with the utmost integrity. ✅Team Coaching & Performance Management ✅Quality Assurance & Call Monitoring 📌 Quick Wins I’ve Delivered: ✔ Cut response times significantly with personalized macros and clean workflows ✔ Reduced repeat tickets by improving first-response accuracy and follow-ups ✔ Improved customer satisfaction through clear communication and fast resolutions ✅ I’m available to work 40+ hours per week, including weekends if needed ✅ I can start immediately Let’s connect and talk about how I can support your business. I’m confident I can help you save more revenue, retain more customers, and streamline your support operations. Looking forward to hearing from you!

🌟 “Super helpful and efficient!” 🌟 “Quick and solved my problem politely, perfect 🥹” 🌟 “Laura’s customer service is outstanding!” I’m Laura—a Customer Support pro who doesn’t just solve tickets, I turn customers into loyal fans. With experience supporting e-commerce brands using Shopify, Zendesk, and Gorgias, I know how to protect your reputation while keeping your inbox clean and your customers happy. From refund dramas to delivery panic attacks, I handle it all with warmth, speed, and first-contact resolutions. My job? Make every customer feel heard, respected, and excited to shop with you again. 💎 Strengths & Skills 4.9+ ⭐ CSAT (with receipts) ✅ 95 %+ issues resolved on first contact ✨ Expert in Shopify + Gorgias + Zendesk 💬 Calm under pressure, kind under fire 📊 Inbox management, escalation handling, refund support, and FAQ updates 🤝 Always on-brand, always professional 💼 Tools I Use Daily Gorgias | Zendesk | Shopify | Freshdesk Meta Business Suite | Email | LiveChat | Social DMs 💬 What Clients & Their Customers Say “Very responsive and helpful support provided :)” “Quick response, very kind and helpful. Thanks so much ;)” “I can honestly say Laura’s customer service is outstanding.” 🚀 Let’s Work Together Need a dependable, experienced CX expert who’ll treat your customers like royalty and your brand like her own? I’m ready when you are. Let’s deliver legendary service. 💬✨

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! Meet Faith Irungu, 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.

Running a Shopify store or dropshipping business means your reputation lives and dies by your customer support. One bad experience shared online can cost you far more than a refund ever would. I make sure your customers stay happy - and keep coming back. With 4+ years specializing in Shopify and e-commerce customer support, I help store owners scale without the stress of inbox overwhelm. I understand the unique challenges of dropshipping - long shipping times, supplier delays, missing orders - and I know exactly how to handle them in a way that protects your reviews and your revenue. I'm proficient in RichPanel, Zendesk, Gorgias, and Reamaze - not just using them, but building them out: automations, macros, rules, and workflows tailored to your store so tickets get resolved faster with less effort from you. What I handle: - Order tracking & shipping inquiries - Refunds, disputes & chargebacks - Supplier delay communications - Inbound lead conversion - After-sales support & retention - Product recommendations & upsells My goal isn't just to close tickets - it's to protect your store's reputation and turn support into a reason customers come back. If you're ready to stop losing customers to slow or poor support, let's talk. - Lucy 😊

As an accomplished professional with experience in maximizing customer satisfaction through exceptional customer service, I possess a breadth of knowledge and talents that will allow me to contribute toward your success through this role. My background lies in successfully maintaining superior customer relationships and providing outstanding service and support to meet, and surpass expectations and requirements. Throughout my career, I have managed customer communications and initiatives to realize improved customer service, satisfaction, and retention. Additionally, my established success in effectively interacting with and leading teams positions me to make a significant contribution in this position. The following achievements demonstrate my qualification for this position: Developing and implementing key policies and procedures in customer service departments to boost productivity and enhance team morale. Earning a reputation for swiftly identifying and resolving potential customer-facing problems and discrepancies, leading to a significant boost in customer satisfaction and loyalty. Establishing solid and trusting relationships through exceptional communication and interpersonal skills. Balancing multiple tasks within fast-paced, deadline-driven, and customer-facing environments. With my proven commitment to building strong customer relationships, I am prepared to extend my record of excellent service to you. I welcome the opportunity to discuss this position and my qualifications with you further. Thank you for your consideration.