Team Leader Customer Support at Mukuru (2022-10 – Present)
Team Leader with 6-Month Development Plan focusing on operational foundations, performance coaching, and strategic leadership
- Check phones and equipment to ensure it is in working order
- Hold staff briefing sessions if anything is not working correctly
- Ensure contact centre lines are working (MTN, Vodacom and Cell C) by calling the lines at least 3 times per day
- Escalate any issues immediately to the IT team
- Compile and submit weekly and monthly reports
- Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI's etc.)
- Draw information from relevant systems
- Capture relevant information onto spreadsheets
- Compile the reports within specified time frames
- Analyse the reports in order to make recommendation for improvements
Customer Support at Mukuru (2021-09 – 2022-10)
Customer Support specialist handling corridor customers, verification processes, and documentation compliance
- To provide efficient support to all corridor customers
- Create accurate orders for Corridor customers
- Assist with resolving customer queries within the relevant Corridor
- To verify documentation and information supplied by relevant corridor customers when signing up for new accounts
- Process Zendesk verification requests
- Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
- Check the Proof of Residence form is completed with the customer address, signature and agents signature
- To complete the electronic verification process for all corridor customers
- Complete outstanding information on the verification form
- Verify the information captured by the agent matches the information on supplied FICA documentation
Support Agent at Home Choice (2014-05 – 2020-10)
Customer service professional managing queues, customer inquiries, and high-value clientele relations with compliance adherence
- Manage customer queue, acknowledge and engage clients upon arrival
- Handle customer inquiries and assist and refer to the proper channels
- Create and maintain relations between company and customers and 3rd party companies
- Determine the cause of the problem
- Log insurance claims for stolen / damaged items
- Completed extensive customer service training to learn ways to enhance customer satisfaction and improve productivity
- Built a rapport with high value clientele as well as developed a effective and professional relationship with the store employees and management
- Adherence to the FAIS legislations and Compliance Performance Standards (CPS) within the business
Call Centre Agent at Vodacom (2011-10 – 2014-05)
Customer service representative providing email correspondence, product education, and problem resolution
- Provide email correspondence with customers after calls
- Address further inquiries and following up on product satisfaction in effort of decreasing call volumes
- Educate customer on product information and creating online profiles to give customer self-help services so they can place orders
- Resolve product or service-related problems
- Clarify the customers complaints
- Determine the cause of the problem, select, and explain the best solution to solve the problem
- Provide timely response of customer inquiries up to and billing, payments, products orders
Administration Clerk at Sduma Properties (2006-08 – 2008-07)
Administrative support handling document management and office filing systems
- Collection of letters, offer to purchase and rental contracts
- Ensured that documents were completed correctly and submitted to relevant offices for further action
- Recorded the incoming and outgoing of documents in accordance to office filling system
