Customer Support Agent Cover Letter Examples Kenya

I am writing to express my interest in the Customer Support Agent position at Kenya Power and Lighting Company. With over 4 years of dedicated customer service experience in Kenyan BPO environments and proven expertise in multi-channel support, I am confident in my ability to enhance your customer service operations. My bilingual fluency in English and Swahili, coupled with my proficiency in CRM systems and conflict resolution, positions me well to serve Kenya Power's diverse customer base across Mombasa and beyond. During my tenure as Senior Customer Support Representative at AFS Customer Solutions Ltd, I reduced average call handling time by 25% through optimized scripting and knowledge base utilization while maintaining a 98% customer satisfaction rating across 500+ monthly interactions. At Skyward Support Services, I implemented a customer feedback system that reduced repeat complaints by 40% and earned 'Employee of the Quarter' recognition twice. My experience in mentoring junior agents (improving first-call resolution by 18%) aligns with Kenya Power's commitment to service excellence and team development. I am particularly excited about the opportunity to apply my problem-solving skills and technical proficiency in Zendesk/LiveChat to address the unique energy service needs of Kenyan households and businesses. I am eager to contribute to Kenya Power's mission of delivering reliable service while maintaining the highest standards of customer care.