Kaipu Sitlhou

Worked as Chat agent for Klarna. Handled queries related to refunds, denied purchase, order related issues etc.

• Provided exceptional customer service via chat, addressing inquiries on financial products, account management, transactions, and security.
• Resolved customer issues efficiently, escalating complex situations as needed.
• Adhered to strict data security protocols and regulatory compliance standards like GDPR.
• Contributed to team performance by managing CR(Contact Resolution) and CSAT(Customer satisfaction).

Subject Matter Expert (SME)

• Promoted to Subject Matter Expert (SME) after demonstrating exceptional knowledge and problem-solving skills.
• Mentored and trained new chat support specialists on Buy Now Pay Later products, policies, and best practices.
• Developed and maintained internal knowledge base resources to improve team efficiency.
• Identified returning customer issues and collaborated with internal teams to develop solutions and process improvements.

Temporary Unit Manager (Present)

• Currently serving as a Temporary Unit Manager, managing LOB related metrics.
• Responsible for overall SLA and manage real time chat volume and escalation chats.
• Motivating and ensuring a positive team environment to achieve high customer satisfaction and team productivity.

Worked in a fast-paced environment as a Logistics Chat Agent(Hermes), resolving customer inquiries related to shipment tracking, lost/damaged parcels, and general logistics concerns. Used strong communication and problem-solving skills to research issues, identify solutions, and ensure customer satisfaction. Prioritized efficiency, consistently exceeding Average Handling Time (AHT) goals while maintaining exceptional Quality Assurance (QA) scores through accurate information and clear communication.

Chat Executive for Amazon. Resolved customer inquiries via chat, providing fast, friendly Amazon service. Utilized strong communication and problem-solving skills to find solutions and build customer loyalty. Managed high chat volume, exceeding targets while adhering to policies and maintaining PRR(Positive Response Rate). Proficient in using chat software and maintaining a positive, customer-centric approach.