Position: Virtual Assistants & IT support
Category: Support
English level: fluent
Years of experience: 4

Jumia had their best Customer Support Year in 2018...

With my team in charge
Jumia 2019

My job as a CRM were... 

1. Manage large amounts of incoming phone calls

2. Generate sales leads. 

3. Identify and assess customers’ needs to achieve satisfaction. 

4. Build sustainable relationships and trust with customer accounts through open and interactive communication. 

5. Provide accurate, valid and complete information by using the right methods/tools. 

6. Meet personal/customer service team sales targets and call handling quotas. 

7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 

8. Keep records of customer interactions, process customer accounts and file documents. 

9. Follow communication procedures, guidelines and policies. 

10. Take the extra mile to engage customers.

And the tools I used are

1. ClickUp

2. Hubspot

3. Zendesk

4. Google Suite