Meet the AfricaSokoni Team: Dalvine Ogake(Head, Customer Service)
If you are reading this and you work at AfricaSokoni, you probably know her as one of the most soft-spoken people in the company. If you are her friend, then you know she makes a mean Chapati and if you are a stranger here, I would like to introduce you to Dalvine Ogake, AfricaSokoni Head of Customer Service.
How long have you been working at AfricaSokoni and how would you describe your typical day like?
Well, I have been working at AfricaSokoni for about 2 years now.
My typical day starts at 7.30 am. The first thing I do in the morning is to process orders for dispatch, respond to customer inquiries on social media private messages and WhatsApp as well as check and respond to emails.
I also record all missed calls to be called back by 10 a.m
By 10 am, together with my team, we return all calls that may have been missed from the previous day, we also return dropped calls and call requests from Social Media.
We place orders as they come and by 2 pm we conduct Customer Experience through calls, to get feedback, pick complaints, and resolve arising issues throughout the day.
Thrice a week I concentrate on training the team on Customer Service from 4 pm to 5p.m
I would say that my day is busy, and exhausting but at the end of the day when clients are happy it is rewarding!
What is your educational background and what role has it played in what you do for a living?
Diploma in Public Relations from the University of Nairobi.
My background in Public Relations has helped me especially when it comes to understanding the psychology of the clients. I am able to understand clients deeper, relate to their issues better, provide higher levels of service, and deal with crisis management.
What is the best thing about working at AfricaSokoni?
I would say I love the office culture brought about by the diversity that is in Africasokoni .
We all come from different ethnicities, age groups and social backgrounds yet we are still able to create an environment that is extremely harmonious and admirable.
What would you say is the hardest thing about your job?
Failing to meet the client's expectations (yet sometimes it is not out of my own volition) and dealing with verbally abusive and irate customers. Irate customers are definitely a challenge
Who are you outside AfricaSokoni?
A Mother who loves cooking and working out at the gym. I am also an entrepreneur
What would you say are your current top Books/Podcasts/activities (outside of work)?
I would definitely say I am more of a Podcast girl more than anything. And these 3 would be my recommendation to anyone who loves podcasts.
WorkLife with Adam Grant
The Modern Customer Podcast
The SaaS Revolution Show
If there is one Value you could instill in all your colleagues, what would that value be and why?
Responsibility- An employee that takes responsibility for their actions depicts professionalism, and cultivates a professional bond with colleagues.
What is the one quote you live by?
Go confidently in the direction of your dreams, Live the life you’ve imagined ~ Henry David Thoreau.
