You will get Customer Support Agent | Email, Chat & Phone | 15+ Yrs Exp
Project details
With 15+ years in customer-facing and administrative roles, including 8+ years managing 50+ daily guest interactions across two international hotel brands, I bring rare consistency to email and ticket management: zero unresolved escalations, 99%+ booking accuracy, same-day resolution as standard.
Every engagement starts with a short kickoff call so I understand your priorities, VIP contacts, and urgency rules before touching anything, never generic templates applied blindly. From there, emails and tickets are sorted by urgency, actioned in order received, and cleared to zero daily. Nothing sits untouched, nothing urgent waits.
I offer tiered packages (Starter, Standard, Advanced) so you can start small and scale up as trust builds, with full transparency on what is included at each level. Comfortable across Gmail, Outlook/Hotmail, MS Office, Asana, Trello, and Calendly, and quick to adapt to whatever stack you use.
Available for US time zones, including nights, with immediate start. My background is hospitality, but the skill underneath is the same one that matters here: handling volume, sensitive information, and real frustration with patience and follow-through.
Every engagement starts with a short kickoff call so I understand your priorities, VIP contacts, and urgency rules before touching anything, never generic templates applied blindly. From there, emails and tickets are sorted by urgency, actioned in order received, and cleared to zero daily. Nothing sits untouched, nothing urgent waits.
I offer tiered packages (Starter, Standard, Advanced) so you can start small and scale up as trust builds, with full transparency on what is included at each level. Comfortable across Gmail, Outlook/Hotmail, MS Office, Asana, Trello, and Calendly, and quick to adapt to whatever stack you use.
Available for US time zones, including nights, with immediate start. My background is hospitality, but the skill underneath is the same one that matters here: handling volume, sensitive information, and real frustration with patience and follow-through.
Project Type
Data Entry, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$25
|
Standard
$45
|
Advanced
$110
|
|---|---|---|---|
| Delivery Time | 2 days | 4 days | 6 days |
Number of Revisions | 2 | 3 | 4 |
Frequently asked questions
About Irene
Customer Support Specialist | Email & Chat Support |Booking & Customer
Nairobi, Kenya - 9:50 am local time
I have over 10 years of experience in customer-facing roles, where I handled high volumes of
customer inquiries, bookings, and service requests across phone, email, and online platforms.
In my current role, I manage end-to-end reservation processes, resolve customer issues, and
ensure a smooth customer experience. This has helped me build strong skills in communication,
problem-solving, and attention to detail.
I can support your business with:
Email and chat customer support
Handling customer inquiries and complaints
Booking and scheduling support
Order tracking and follow-ups
CRM updates and admin tasks
I’m reliable, organized, and comfortable working independently in a remote environment. I focus
on clear communication and making sure your customers feel supported.
If you need someone to help manage your customer support and keep things running smoothly,
I’m ready to help.
Steps for completing your project
After purchasing the project, send requirements so Irene can start the project.
Delivery time starts when Irene receives requirements from you.
Irene works on your project following the steps below.
Revisions may occur after the delivery date.
Kickoff call
We hop on a 30-minute call so I can learn your priorities, VIP contacts, recurring email/ticket types, and urgency rules before any access is granted.
Access setup
You provide access to your inbox or helpdesk platform (Gmail, Outlook, Zendesk, Freshdesk, etc.) via shared login, delegated access, or team invite, whichever you're most comfortable with. An NDA can be signed first if preferred.