![Beryl Opiyo](https://jobicy.com/react/themes/app/images/avatar.jpg) Beryl Opiyo # Remote Customer Support Specialist Open to offers · Member since 27 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationNairobi, KenyaDesired salaryConfidentialWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a customer-focused remote support specialist with over 5 years of experience delivering phone, email, and chat support to international and local clients. I have worked across banking, e-commerce, automotive finance, and customer service environments, where I handled high-volume tickets, order inquiries, refunds, replacements, and account issues. I am skilled in maintaining accurate CRM records, meeting SLA targets, and improving customer satisfaction through clear communication, active listening, and effective de-escalation. I have experience working in fully remote, hybrid, and fast-paced call center settings, collaborating with distributed teams across time zones to resolve issues efficiently. I also bring strong administrative support skills, including email and calendar management, data entry, and task coordination using modern collaboration tools. I am open to remote and international opportunities where I can continue supporting customers, improving service workflows, and contributing to a high-performing support team. Notice period: Immediately ## Skills 17 capabilities[Active Listening](https://jobicy.com/talent/active-listening.md)[Administrative Support](https://jobicy.com/talent/administrative-support.md)[Calendar Management](https://jobicy.com/talent/calendar-management.md)[Client Communication](https://jobicy.com/talent/client-communication.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Email Support](https://jobicy.com/talent/email-support.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Live Chat Support](https://jobicy.com/talent/live-chat-support.md)[Phone Support](https://jobicy.com/talent/phone-support.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Replacement Processing](https://jobicy.com/talent/replacement-processing.md)[Time Management](https://jobicy.com/talent/time-management.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/trello/trello-original.svg) Trello](https://jobicy.com/talent?tool=trello.md) ### Communications [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/slack/slack-original.svg) Slack](https://jobicy.com/talent?tool=slack.md) ### Design [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/canva/canva-original.svg) Canva](https://jobicy.com/talent?tool=canva.md) ## Experience Career history ### Customer Support Agent · The Remote Connect Aug 2025 – PresentI handle inbound customer support tickets via email, chat, and phone for international clients, resolving order inquiries, refunds, replacements, and account issues within SLA targets. I process and track refund and replacement requests end to end, coordinating with logistics and billing teams to ensure accurate and timely resolution. I also investigate order status, shipping delay, and delivery discrepancy inquiries, while maintaining accurate CRM records and collaborating with cross-functional remote teams to improve customer experience workflows. ### Customer Care Specialist · Mogo Auto Ltd Nov 2024 – Jul 2025I handled inbound and outbound calls and emails to resolve customer account inquiries, loan repayment issues, and service-related tickets. I processed refund, adjustment, and service correction requests, ensuring accurate documentation and timely follow-through. I worked closely with cross-functional teams to ensure effective issue resolution in a hybrid environment. ### Virtual Assistant · ALX Africa Sep 2024 – Nov 2024I provided remote administrative and customer support, including email and calendar management for clients. I handled client communication via email and chat, ensuring timely responses and consistent follow-up. I used remote collaboration and productivity tools to organize tasks and support day-to-day operations while completing hands-on training in customer communication and administrative support. ### Customer Service Specialist · YellowPages Kenya Sep 2021 – Oct 2024I handled inbound and outbound calls and email inquiries, including order status, billing, and account tickets, improving customer satisfaction by 20% through timely and effective resolutions. I processed customer refund and correction requests accurately, reducing follow-up complaints and repeat contacts. I maintained accurate CRM records and partnered with the marketing team to translate customer feedback into actionable service improvements. ### Call Center Agent · Horizon Contact Center Jan 2020 – Jul 2021I handled high-volume inbound and outbound calls and email correspondence, addressing order inquiries, complaints, refund requests, and service tickets in a fast-paced call center environment. I delivered accurate information and first-call resolutions while maintaining call quality and adherence to SLAs. I logged and updated customer interactions in the CRM system and escalated complex issues to senior agents and relevant departments for timely resolution. ## Education Learning history ### Kisii University Sep 2015 – Dec 2019Bachelor of Business Management, Business Management I completed a Bachelor of Business Management degree, building a foundation in business operations, communication, and organizational management. ### ALX Africa Dates not specifiedVirtual Assistant Certification, Virtual Assistance I completed a Virtual Assistant certification with training in customer communication, remote collaboration, and administrative support. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.