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Security system supplier : Client services From 2017-09 To Current Duties
- Assisting with account queries
- Educating about contracts
- Assisting clients with change of ownership
- Assisting clients with DE installation and re installations
- Assisting clients with upgrades and downgrades
- Knowledge off Services provided
- Resolving customer complaints
- Handling department escalations efficiently
Team leader – May 2018
- Resolving customer complaints and escalations
- Conduct, attend and participate in call monitoring
- Contribute to contact center business and operational planning process
- Overall team quality performance
- Coaching behaviors, performance and processes including integrity
- Managing the day to day activities of the agents and evaluating their performances
technology-led business process services company : Customer Services Representative From 2016-05 To 2017-08 Duties
- Technical phone support
- Applying to Business KPI's
- Assisting customers with queries about their devices.
Conduent- 2IC Team Leader 15/01/20 till 29/08/2017
- Ensure that we have below Matric/ KPI’s are met Contact weekly and monthly.
- Managing the day-to-day activities of the agents and evaluating their performance
- Providing feedback and coaching to ensure successful agent performance
- Timesheet Administration
- Customer service orientation for both internal and external customers
- Conduct, attend and participate in Call Monitoring and Calibrations
- Overall team quality performance
- Enforcing call center regulations and policies
- Coaching behaviors, Performance and processes including integrity.
business process outsourcer headquartered : Customer Service Representative From 2015-09 To 2015-12 Duties
- Resolve customer queries
- Explain in details customer monthly handset bills
- Maintain a low average holding time.
- Takin card payments.
- Setting up payment plans for customer
Financial Services : Frontline Teller/Customer Service Consultant From 2013-09 To 2015-01 Duties
- Balance, control and manage the cash float
- Customer service
- Provide advice on cash and other transactions and new banking self service options
- Identify and action leads
- Compliance to legislative requirement’s and internal processes.
- Open and close bank
- Issue out cheque books and transnational cards
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