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Chrispinus N. — Junior Social Media Customer Support Specialist from Location not specified

Chrispinus N.

Junior Social Media Customer Support Specialist

2-3 years
Open to offersNew to Platform
Languages
English
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About

Chrispinus N. is a seasoned Social Media Customer Experience Specialist with over three years of expertise supporting high-volume customer interactions in the financial services and higher education sectors. Based in Nairobi, Chrispinus has managed 50–70 daily inquiries via chat, email, and phone at Africa Financial Services, excelling in tasks such as payment resolution, account issue handling, and structured follow-ups to ensure complete case closure. Demonstrating strong command of CRM tools including Zendesk, HubSpot, and Freshdesk, Chrispinus consistently maintained 100% accuracy in customer records and effectively escalated complex issues. Additionally, in an academic setting at Meru University, Chrispinus coordinated projects, mentored students, and improved completion rates through detailed tracking and reporting using Excel and Google Workspace. Fluency in both English and Kiswahili supports adaptable communication across channels such as Discord, live chat, and email.

Experience

  • Customer Support Specialist

    Africa Financial Services (AFS) · 2023 — 2026
    Handled 50–70 customer interactions daily through chat, email, and phone channels. Addressed inquiries related to payments, account accessibility, and service requests efficiently. Adhered to internal protocols for transaction handling, documentation, and escalation processes. Kept precise CRM records for all interactions and follow-ups, escalating complex issues to the relevant teams to ensure thorough resolutions. Provided clear and empathetic communication in high-pressure circumstances.

  • Student Mentor & Project Coordinator

    Meru University of Science and Technology · 2022 — 2025
    Organized training sessions for and supported over 30 students, maintaining structured records to monitor progress. Enhanced completion rates through consistent follow-ups, while also developing communication, organization, and problem-solving abilities.

Skills & Expertise

Customer SupportCustomer ServiceSalesCustomer Service and Admin Support

Education

  • Bachelor of Science in Mathematics and Physics
    Meru University of Science and Technology · — — 2025

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