Julius O.
Junior B2B Customer Support Specialist
Open to offersNew to PlatformAbout
Julius O. is an experienced Customer Care Representative with over three years of success in B2B customer support, order management, and complaint resolution within industries such as business process outsourcing and digital services at companies including Teleperformance Kenya and Eujim Solutions. He has consistently managed high volumes of customer communications, coordinated with internal teams, and ensured SLA compliance while contributing to improved customer satisfaction metrics. Julius is well-versed in ERP systems and possesses expertise in export documentation, with a demonstrated ability to resolve inquiries efficiently and support process improvements through analysis of recurring service trends. His background also includes hands-on experience in laboratory environments from roles as a microbiology intern at healthcare and research institutions, allowing him familiarity with data entry and high standards of operational compliance. His knowledge of platforms such as Zendesk, Freshdesk, and Jira further supports his proficiency in modern customer support operations.
Experience
Customer Care Representative
Teleperformance Kenya · 2025 — PresentHandle a large volume of customer communications through email, chat, and phone, managing over 50 inquiries daily to ensure timely responses and adherence to SLA. Serve as a liaison between customers and internal teams, facilitating effective communication and streamlined case resolution. Organize and prioritize multiple requests while addressing urgent issues in a fast-paced environment. Proactively address customer needs to enhance experience and minimize escalations, while identifying patterns in customer inquiries to inform process enhancements.Customer Care Representative
Eujim Solutions · 2022 — 2024Address customer inquiries via email and phone, maintaining accurate records to facilitate service improvements. Collaborate with team members to resolve complaints effectively, contributing to a notable decrease in resolution time. Develop expertise in products to achieve high first-contact resolution rates while quickly adapting to new systems. Provide constructive feedback on recurring issues to enhance overall customer experience and support knowledge sharing within the team.Microbiology Intern
Kenya Medical Research Institute, KEMRI · 2021 — 2021Prepare microbiological media to meet quality standards for accurate analysis. Execute biosafety protocols, including waste segregation and disposal to maintain a compliant lab environment. Identify bacterial pathogens and perform various rapid tests, alongside DNA extraction and PCR procedures.Microbiology Intern
Jaramogi Oginga Odinga Teaching and Referral Hospital, JOOTRH · 2019 — 2019Adhere to infection control standards to ensure accurate collection, labeling, and archiving of samples while maintaining patient confidentiality. Conduct routine maintenance of laboratory equipment to ensure compliance with safety protocols. Manage laboratory inventory by updating and ordering supplies to facilitate smooth operations.
Skills & Expertise
Education
- Bachelor of Science (Microbiology)Kenyatta University · — — 2021
- Kenya Certificate of Secondary EducationBar Union Secondary School · — — 2015
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