HORINE ODIENY
Nairobi, Kenya
+254-758-694-285
odienyhorine1@gmail.com

October 28, 2025

The Hiring Manager
ACE Handyman Services

Dear Sir/Madam,

RE: APPLICATION FOR THE POSITION OF CUSTOMER SUPPORT AGENT

I am writing to apply for the position of Customer Support Agent at ACE Handyman Services as advertised on KaziCloud. I am a dedicated customer service professional with proven experience in delivering exceptional customer experiences and a strong commitment to maintaining high satisfaction standards.

I am 25 years old, a Kenyan national, and hold a Bachelor of Business Administration in Marketing (Second Class Upper Division) from the University of Eastern Africa, Baraton, which I completed in 2024. My academic background combined with practical customer service experience has equipped me with the skills necessary to excel in this remote customer support role.

In my recent position as Customer Engagement Specialist at Kamagambo Adventist College from May to August 2024, I provided personalized support to prospective students and parents, handling inquiries and concerns with empathy and professionalism. I achieved a 95% customer satisfaction rate and successfully guided over 20 families through complex processes while maintaining detailed records of all interactions. My collaboration with the recruitment team contributed to a 70% improvement in engagement effectiveness, demonstrating my ability to work within teams to achieve organizational goals.

Previously, as a Digital Customer Support Specialist for Centri-closet, a university e-commerce project, I managed customer inquiries across multiple channels and provided technical support to a diverse student community. I developed customer onboarding processes that increased user adoption by 15% and created user guides to enhance self-service capabilities. This experience taught me the importance of clear communication, proactive problem-solving, and continuous process improvement in remote digital environments.

I am fluent in both English and Swahili, with excellent written and verbal communication skills that enable me to interact professionally with diverse customers. I possess strong technical skills including proficiency in Microsoft Office Suite, CRM systems, and various digital communication platforms. I have reliable internet connectivity and my own computer, making me well-prepared for remote work demands.

My customer service approach is built on active listening, empathy, and solution-oriented thinking. I excel at understanding customer needs, resolving issues efficiently, and maintaining professionalism even in challenging situations. I am highly adaptable, self-motivated, and capable of working independently while meeting performance targets. My experience in multi-channel support through phone, email, and chat aligns perfectly with the requirements of this position.

I am particularly excited about this opportunity because of the comprehensive training program and the chance to work with an international industry leader. I am available to work rotating shifts and am fully committed to completing the two-week training program. I understand the discipline required for remote work and am prepared to meet the high standards ACE Handyman Services is known for maintaining.

I am confident that my proven customer service experience, strong communication skills, technical proficiency, and dedication to excellence make me an ideal candidate for this position. I am available to start immediately and would welcome the opportunity to discuss how I can contribute to your team’s success. I can be reached at +254-758-694-285 or odienyhorine1@gmail.com.

Thank you for considering my application. I look forward to the possibility of joining ACE Handyman Services and helping maintain your reputation for outstanding customer service.

Yours faithfully,

Horine Odieny