Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
OPTIONAL SECTIONS
Timeline
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KUTLWANO PASCALINE MOSWEU

Gaborone,Botswana

Summary

Detail-oriented Remote Customer Service Specialist with over 2 years of experience supporting EMEA clients via Zendesk. Customer-focused and tech-savvy individual with a proven track record in SaaS-based live chat and email support. Proficient in newsletter creation, subscriber management, compliance checks, and resolving technical issues. Passionate about creating a lite, seamless customer experience while upholding service excellence and data integrity.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Support Agent (Freelance)

Botswana Libraries Consortium
Gaborone, Botswana
05.2022 - Current
  • Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
  • Assist clients with setting up newsletters, importing subscribers, and managing campaigns.
  • Contribute to internal knowledge base updates and identify UX feedback for product improvement.
  • Collaborate with global teams through Slack and remote project boards (Asana, Trello).
  • Assisted customers through multiple channels, including phone, email, live chat, and social media platforms for increased accessibility and convenience.
  • Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution or enhancements available within the company's offerings.
  • Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
  • Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
  • Troubleshoot user issues related to DNS, APIs, and HTML in WordPress and e-commerce environments.
    Review and manage customer accounts to ensure Anti-Spam Policy compliance.
  • Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.

Customer Support Representative

Botswana Innovation Hub
03.2021 - 04.2022
  • Provided email and live chat support with clear, detailed responses in English using Mailchimp.
  • Helped customers set up and maintain e-commerce integrations with WooCommerce and Shopify.
  • Trained new users on creating email automations, tagging, and segmenting audiences.
  • Send out monthly newsletters.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.

Education

Bachelor’s Degree - Knowledge & Information Management

University of Botswana
Botswana
10.2020

Diploma - Library & Information Studies

University of Botswana
10.2018

Skills

  • Remote Customer Support
  • Zendesk
  • Live Chat & Email Support (Intercom, HelpScout)
  • DNS, API, and HTML Troubleshooting
  • Time-Zone Management
  • Asynchronous Communication
  • Data Entry
  • Cross-Cultural Collaboration/Remote Team Collaboration
  • WordPress, WooCommerce, Shopify
  • Newsletter Management (eg, MailerLite, Mailchimp)
  • Slack, Trello, Asana
  • KYC, Anti-Spam Compliance Checks
  • CRM & SaaS Platform Support
  • Attention to Detail & Multitasking
  • Customer Empathy & Communication
  • Fluent in English (written & verbal)

Certification

  • Virtual Assistant Training Program | ALX Africa – 2025
  • Certificate in Association of Accounting Technicians (AAT) Introduction to Bookkeeping ITBK, -Botswana Accountancy College, Gaborone, Botswana - June 2015.
  • Introduction to Artificial Intelligence for IT and Non-IT Professionals 5, Virtual University for Small States of the Commonwealth (VUSSC), October 2023

LANGUAGES

English (Fluent)

OPTIONAL SECTIONS

  • Volunteer & Community
  • Virtual Mentor, Remote Work Africa Community
  • Professional Development Focus Areas
  • Email Marketing for Beginners – MailerLite Academy
  • Remote Customer Service Foundations – LinkedIn Learning
  • Introduction to DNS & Web Hosting – GoDaddy Pro Series
  • GDPR & Anti-Spam Compliance – Coursera

Timeline

Customer Support Agent (Freelance)

Botswana Libraries Consortium
05.2022 - Current

Customer Support Representative

Botswana Innovation Hub
03.2021 - 04.2022

Diploma - Library & Information Studies

University of Botswana

Bachelor’s Degree - Knowledge & Information Management

University of Botswana

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KUTLWANO PASCALINE MOSWEU