Tell me about yourself

My name is David Wandrand, a dedicated and experienced customer service professional. With 3
years of expertise in the field, I've developed strong communication and problem-solving skills. I
thrive in fast-paced environments and have a proven track record of exceeding customer
expectations. My goal is to deliver exceptional service and create positive experiences for every
customer I interact with. I'm excited about the opportunity to contribute my skills and passion to the
team at TalentPop.

Tell me about the companies you have worked for

Between May 2020 to April 2021, I have had the privilege of working for two reputable organizations
in the customer service field. Firstly, I worked as a customer service representative at Safaricom Plc,
one of Kenya's leading telecommunications companies. During my time there, I honed my skills in
providing exceptional support to customers, handling inquiries through various channels, and
delivering personalized experiences.

May 2021 to April 2023, I joined Jubilee Insurance Company as a customer service representative.
Jubilee Insurance is a well-established insurance provider known for its commitment to customer
satisfaction. In this role, I further developed my communication and problem-solving abilities while
addressing customers' insurance-related concerns and helping them navigate policy details.

What was your role at Safaricom PLC?

I provided exceptional support to customers of Kenya's leading telecommunications company.
Handling a high volume of inquiries through various channels, including phone calls, emails, and live
chat, I maintained a professional and friendly demeanor, ensuring positive customer interactions. I
actively listened to customers' concerns, providing accurate information, guidance, and effective
solutions. I utilized customer service software to log and track interactions, collaborating with other
departments for prompt issue resolution. By building rapport and trust through personalized
interactions, I improved customer satisfaction and retention. Additionally, I contributed to process
improvements and participated in ongoing training to stay updated with company policies and
product knowledge.

What was your role at Jubilee Insurance Company?

During my time at Jubilee Insurance Company, I held the position of a customer service
representative. In this role, I played a vital role in providing support and assistance to policyholders
and potential customers. I effectively addressed inquiries, clarified policy details, and resolved issues
to ensure customer satisfaction. Additionally, I actively listened to customer concerns,
demonstrating empathy and understanding while providing accurate and tailored solutions. I
collaborated with cross-functional teams, including underwriters and claims departments, to
facilitate seamless customer experiences. My role at Jubilee Insurance Company focused on
delivering excellent customer service and fostering positive relationships with policyholders.
Which software did you use to track customer interactions?
Shopify at Safaricom
When I worked as a customer service representative at Safaricom, Shopify played a vital role in our
e-commerce operations. As part of my responsibilities, I utilized Shopify to support customers with
their online purchases, order management, and general e-commerce inquiries.

I assisted customers in navigating the Safaricom online store, providing guidance on product
selection, availability, and pricing. I processed orders, ensured accurate order fulfillment, and
addressed any issues that arose during the purchasing process. Additionally, I liaised with our
warehouse and logistics teams to track shipments and provide customers with real-time updates on
their orders.

Shopify at Jubilee Insurance Company

When I worked as a customer service representative at Jubilee Insurance Company, Shopify played a
significant role in our e-commerce operations. As part of my responsibilities, I utilized Shopify to
assist customers with their insurance-related purchases, policy management, and general e-
commerce inquiries.

I guided customers through the process of purchasing insurance policies on the Jubilee Insurance
online platform powered by Shopify. I provided information about different insurance options,
coverage details, and pricing. I ensured a smooth purchasing experience by addressing any questions
or concerns customers had during the transaction.

In terms of policy management, I used Shopify's backend functionalities to access customer

accounts, update policy information, and handle billing inquiries. I worked closely with our
underwriting and claims teams to ensure accurate policy documentation and timely processing of
claims.

Zendesk at Safaricom Plc

As a customer service representative at Safaricom, Zendesk played a central role in our customer
support operations. I utilized Zendesk to manage customer inquiries, tickets, and provide efficient
and personalized assistance.

Using Zendesk, I promptly responded to customer inquiries across various channels, such as email,
live chat, and phone calls. I organized and prioritized customer tickets, ensuring that each inquiry
received appropriate attention and timely resolution.
Zendesk's ticketing system enabled me to track and document customer interactions, ensuring
accurate and thorough records of all communication. I utilized Zendesk's knowledge base to access
information and resources necessary for providing accurate and up-to-date solutions to customers'
problems.

Furthermore, I collaborated with cross-functional teams, including technical support and billing
departments, using Zendesk's collaboration tools. This allowed for seamless communication and
efficient issue resolution, ensuring a unified and positive customer experience.

Zendesk at Jubilee Insurance Company

As a customer service representative at Jubilee Insurance Company, I had the opportunity to use
Zendesk on the e-commerce side to provide exceptional customer support. Zendesk played a crucial
role in managing customer inquiries, resolving issues, and ensuring a seamless experience for our
online insurance customers.

Using Zendesk, I handled customer inquiries related to the e-commerce platform, policy purchases,
billing, and claims. I responded to customer tickets promptly and effectively, providing accurate and
personalized solutions to their queries.

Zendesk's ticketing system allowed me to efficiently manage and prioritize customer tickets. I
organized and categorized tickets based on their urgency and complexity, ensuring that each
customer received the attention they needed.

Moreover, Zendesk's automation and workflow features were valuable in streamlining our
processes. I set up automated responses and macros to address common customer inquiries and
provide consistent support. This not only saved time but also ensured that customers received
prompt and accurate information.

Zendesk's collaboration tools facilitated seamless communication with other teams involved in the
e-commerce side of Jubilee Insurance Company. I collaborated with our e-commerce, underwriting,
and claims teams to resolve customer issues, track policy details, and ensure accurate billing and
claims processing.

Additionally, I used Zendesk's reporting and analytics features to gain insights into customer trends,
identify pain points in the e-commerce experience, and propose improvements. These insights were
instrumental in optimizing our processes and enhancing customer satisfaction.
Gorgias at Safaricom Plc
As a customer service representative at Safaricom, Gorgias was an integral part of our customer
support operations. Gorgias allowed me to efficiently manage customer inquiries, provide
personalized assistance, and ensure a seamless experience for our customers.

Using Gorgias, I handled customer tickets and inquiries across various channels, such as email, live
chat, and social media. I organized and prioritized tickets based on their urgency and complexity,
ensuring that each customer received prompt attention and resolution.

Gorgias's ticketing system enabled me to centralize and streamline customer interactions. I had a
comprehensive view of each customer's communication history, allowing me to provide
personalized and context-aware support. This holistic approach helped in building stronger customer
relationships and ensuring customer satisfaction.

Gorgias at Jubilee Insurance Company

As a customer service representative at Jubilee Insurance Company, I had the privilege of using
Gorgias on the e-commerce side to provide exceptional customer support. Gorgias was a powerful
tool that helped me streamline customer interactions, enhance efficiency, and ensure a seamless
experience for our online insurance customers.

Using Gorgias, I effectively managed customer inquiries, resolved issues, and provided timely and
accurate solutions. I utilized the platform's ticketing system to organize and prioritize customer
tickets based on their urgency and complexity, ensuring that each customer received the attention
they deserved.

Gorgias enabled me to centralize customer communication across multiple channels, including

email, live chat, and social media. This unified approach allowed me to have a holistic view of
customer interactions, ensuring consistent and personalized support across different touchpoints.

Why did you stop working at Safaricom/Jubilee?

I transitioned from Safaricom PLC to Jubilee Insurance Company to pursue new opportunities
aligned with my career goals. While I had a valuable experience at Safaricom, the move to Jubilee
Insurance presented a chance to expand my skill set in the customer service field and gain insights
into the insurance industry. The change allowed me to contribute my expertise to a different
organization and broaden my understanding of diverse customer service challenges. I believe that
embracing new challenges and experiences is vital for personal and professional growth, and I am
excited to bring my skills and knowledge to the team at Talent pop.
What is the number of customers you served daily on phone, emails
and live chats at Safaricom?
During my tenure at Safaricom, I had the opportunity to interact with a substantial number of
customers daily across phone, email, and live chats. The exact number varied depending on the
specific day, as customer volume can fluctuate. On average, I assisted approximately 50 to 70
customers per day, providing them with prompt and personalized support. But it's important to note
that my focus was always on delivering high-quality service and ensuring each customer received the
attention and assistance they deserved. While numbers are important, my priority was to provide
exceptional customer experiences and resolve their queries effectively.

Have you ever processed a refund at Safaricom Plc?

Yes, during my time at Safaricom Plc, I have processed refunds for customers. As a customer service
representative, part of my role was to handle customer inquiries, including refund requests. I
followed the company's established refund policies and procedures to ensure fair and accurate
processing. I empathetically listened to customers' concerns, verified the eligibility for a refund, and
initiated the necessary steps to facilitate the refund process. I maintained clear and open
communication with customers throughout the refund process, providing updates and ensuring
their satisfaction. Handling refunds required attention to detail, problem-solving skills, and a
customer-centric approach, all of which I consistently applied in my role at Safaricom.

Have you ever processed a refund at Jubilee Insurance Company?

Yes, during my tenure at Jubilee Insurance Company, I have processed refunds for customers as part
of my customer service responsibilities. When customers requested refunds, I followed the
company's established refund policies and procedures to ensure compliance and customer
satisfaction. I empathetically listened to customers' concerns, verified their eligibility for a refund,
and facilitated the necessary steps to initiate the refund process. I maintained transparent and
proactive communication with customers, providing updates and addressing any concerns they may
have had during the refund process. Handling refunds required attention to detail, accuracy, and a
customer-centric mindset, all of which I consistently demonstrated in my role at Jubilee Insurance
Company.

How do you define ecommerce?

Ecommerce refers to the buying and selling of goods and services over the internet. It involves
conducting business transactions electronically, typically through online platforms or websites.
Ecommerce enables customers to browse products, make purchases, and complete transactions
without the need for physical presence in a brick-and-mortar store. It encompasses various
elements, including online storefronts, secure payment gateways, order management systems, and
shipping logistics. Ecommerce has revolutionized the way businesses operate, providing
convenience, accessibility, and global reach to both customers and businesses. It has become an
integral part of the modern marketplace, enabling seamless online shopping experiences and
fostering economic growth in the digital era.
Do you have alternative source of internet?
Yes, I do have an alternative source of internet to ensure uninterrupted connectivity in case of any
disruptions. As a customer service representative, I understand the importance of maintaining
consistent and reliable internet access to deliver seamless support to customers. In the event of an
internet outage or technical issues with one provider, I have a backup option available, such as a
secondary internet service provider or mobile hotspot, to quickly switch and continue providing
assistance to customers without any interruption. This preparedness allows me to maintain
productivity, responsiveness, and an exceptional level of customer service even in challenging
circumstances.

Do you have alternative source of power?

Yes, I have taken proactive measures to ensure uninterrupted power supply and have alternative
sources of power available. As a customer service representative, I understand the criticality of
staying connected and available to assist customers at all times. In the event of a power outage or
disruption, I have backup power options, such as a generator or uninterruptible power supply (UPS),
to maintain productivity and continue serving customers without interruption. Additionally, I have
implemented power management strategies, such as using energy-efficient devices and maintaining
backup batteries, to mitigate the impact of power outages. These preparations demonstrate my
commitment to delivering reliable and consistent customer service, regardless of any unforeseen
power-related challenges.

What is good customer service?

Good customer service refers to the delivery of exceptional support and assistance to customers,
exceeding their expectations and leaving a positive impression. It involves understanding and
addressing their needs, concerns, and inquiries promptly and effectively. Good customer service
entails active listening, empathy, and clear communication to ensure customers feel valued and
understood. It involves providing accurate and relevant information, personalized solutions, and
going the extra mile to meet their requirements. Good customer service also includes maintaining a
professional and courteous demeanor, treating customers with respect and courtesy at all times. It
encompasses building strong relationships, fostering customer loyalty, and striving for customer
satisfaction.

Why should we hire you?

You should hire me because I possess a unique combination of skills, experience, and qualities that
make me an ideal candidate for the customer service role at Talentpop. Firstly, I have a proven track
record in delivering exceptional customer service, as demonstrated by my successful tenure at
Safaricom and Jubilee Insurance Company. I have a deep understanding of customer needs and the
ability to provide prompt and effective solutions. Additionally, I have experience in handling high-
volume customer interactions across various channels, including phone, email, and live chat.
Furthermore, my strong communication and interpersonal skills enable me to build rapport and
establish positive relationships with customers, fostering trust and loyalty. I am highly adaptable,
able to quickly grasp new systems and processes. My ability to remain calm under pressure and
resolve conflicts allows me to handle challenging situations with professionalism.

Moreover, I bring a proactive and customer-centric mindset, always striving to exceed expectations
and provide personalized experiences. I am a dedicated team player, collaborating effectively with
colleagues to ensure a cohesive and supportive work environment. Finally, my passion for delivering
outstanding customer service and my commitment to continuous learning make me a valuable asset
to your team.

Have ever used Grammarly?

Yes, I have utilized Grammarly extensively in my previous roles as a customer service representative.
Grammarly has been an invaluable tool in ensuring the accuracy, clarity, and professionalism of my
written communication with customers. It has helped me enhance my grammar, spelling, and
punctuation, allowing me to deliver error-free and polished responses. Whether it was composing
emails, drafting support articles, or engaging in live chat conversations, Grammarly has played a
crucial role in maintaining a high standard of written communication. The real-time feedback and
suggestions provided by Grammarly have been instrumental in identifying and rectifying any writing
mistakes or inconsistencies. By incorporating Grammarly into my workflow, I have been able to
consistently deliver clear and concise responses that meet the highest standards of customer
service.