Real time desk manager(customer service)
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I have been in the customer care industry for more than 10 years. I have worked for the City of Capetown Municipality for 2 years, in the accounts department as a customer care consultant. Assisting customers telephonically and via email. Updating customer details and providing feedback and advise regarding their accounts. Assisting with rates and Levies. Providing information regarding the water and suspended electricity. Checking payments.
I have worked for Cell C PTY ltd for 4 years. Started as a customer care consultant for 3 years. Assisting customers telephonically regarding their contract phones, connection, internet and Sim cards. Updating details and resuming lines.
Moved to the Technical fraud desk team. Doing Sim swaps, checking any fraudulent activities conducted on the customers Sim cards, accounts and phones. Evaluating calls to check if the necessary process had been followed. Doing admin and data capturing.
Worked for Auto and General as a customer care consultant for 3 years. Assisting customers telephonically with their insurance policies. Updating details. Retentions, renewals, cancelations, re instating policies.
Moved to the Technical Digital team. Online consultant via email, live chat, SM's and email
Offering support technically and walking customers through the online services.
Promoted as the Real time desk manager.
Monitoring the business shrinkage, the queues, the behavior. Providing feedback and ways to reduce the shrinkage. Updating and moving schedules. Monitoring meetings, breaks, lunches and development sessions. Call evaluation and customer escalations.
Analysis on the key performance indicators and providing coaching.
I am passionate about working with and around people. Customer service is not only a job to me but a career. I have a natural desire to assist and eager to learn more. I work well in a target driven and fast paced environment, while providing quality to customers and the business as a whole. I have good communication skills and can work well under pressure.
I am trustworthy, reliable and consistent. I can work well independently as well as in a team. I have good customer care, management, admin, data capturing and computer skills.
I am breadwinner and take each and every role serious. I have my own transport and willing to travel.
2017 - 2023
2013 - 2017
Customer care consultant and fraud desk assistant
City of Cape Town Municipality
2011 - 2013
