Call centre & Tele sales agent at Junk mail (2006-10 – 2008-12)
- Answering inbound, outbound, telesales
- Type calls and placing adverts
- Customer care service and solve problems
- Data capturing
- E-mail client prove of payment
- Relevant information transmitted to client
Call centre agent at Toyota (2009-01 – 2009-09)
- Answering inbound, outbound, telesales and customer care
- Book appointment for client at dealerships
- Confirm appointments and book test drive for clients
- Type call
- Dealing with all queries through to resolution
- Logging of all queries
- Keeping client up to date with their queries
- Complete admin tasks, in keeping accurate detailed stats of all queries and reporting on weekly bases
- Routing all queries to correct departments
- Make enquiry for client at dealership
- e-mail clients information to the dealership
Help desk Supervisor at G4S Deposita (2009-10 – 2011-09)
- Answering inbound, outbound, customer service
- Log technical calls for client and dispatch technician
- Check client figures on IMP (Internal management platform)
- Log call on pastel and update calls on pastel
- Handling Nedbank queries
- Sent e-mails to client for figures that they required
- Closing call out with technicians
- Compiling report for Nedbank, Game stores and kfc stores
- Assisting client with technical queries over phone
- Routing all queries to correct departments
Inception office administrator Team leader at G4S Deposita (2011-10 – 2013-12)
- Receiving contract documents from Deposita sales Advisor, ABSA Sales Advisor and G4S Sales advisors, loading client's information on cash ops system, Pastel, TMS
- Validating client's information
- creating username and password for clients
- Creating CIT cards and loading cards on the TMS system
- Allocating and loading requested Device for client
- Loading international clients
- Authorizing for any changes on the systems
- Compiling daily, weekly and monthly reports
- Confirming transaction with ABSA
- Technical advisor
- Drafting client's letter
- Drafting clients manual
- Activating clients to go live
- Arranging Insurance risk cover for client
- After sales follow up
- Updating of customer contact details
- Assisting with client queries
- Scheduling installation date with client and confirming appointment date
- Respond to orders, general customer inquiries, and completion of contracts
- General office admin, filling
Fleet Consultant at Nissan SA (2013-12 – 2014-12)
- To assist with all Client initiatives as required (e.g. data capturing, verification, lead fulfilment, telephonic surveys, customer care etc.)
- To handle all inbound and outbound calls
- To handle all queries and complaints (telephone, email, fax, etc.)
- To provide assistance/information to dealers / customers relating to: Warranty and service plan queries
- Marketing-related queries
- Customer care queries
- General product queries
- General service-related queries
- To remain abreast of the latest products, launches, campaigns, etc. at all times
- To maintain a high level of telephone etiquette at all times
- To log all information on the relevant software programmer
- To ensure a high standard of detailed information regarding information logged
- To maintain a high level of accuracy at all times
- To follow up with customers and all other involved parties timorously
- To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand
- To liaise with the relevant specialists in situations where information specialized is required in order to assist customers
- To refer escalated cases to the Account Manager and/or Team Leader for decision making, when required
- To assist with all other special projects as required (e.g. data capturing, verification, lead fulfilment, telesales, etc.)
- To be proactive regarding the handling of all special projects
- To ensure the timeouts resolution of cases, queries, verifications, sales, etc.
- To liaise/mediate with the relevant Dealers and/or other Companies on behalf of customers, when required
- To reach a quality rating of 85% for case management and 85% for call quality, as per the SLA
- To reach a productivity level of 85%
- To compile daily productivity reports as required
- To compile general reports as required
- To ensure that resources of time, skills, equipment and materials are neither wasted nor misused
- To support the work performed by others
- To base judgments predominantly on knowledge, skills and experience to solve problems
- To exercise judgment through the senses, i.e. hearing, sight, etc. e.g. using training and experience with discretion cantered on quality in order to solve problems
- To provide accurate advice and information to customers and to adhere to quality standards
Dealer Co-ordinator at Basil Green Ford (2015-02 – 2017-03)
- To assist with all Client initiatives as required (e.g. data capturing, verification, lead fulfillment)
- Lead Centre Sales Coordinator, calling online leads provided by our service provider ix motoring
- To handle all inbound and outbound calls
- To provide assistance/information to dealers / customers relating to
- To maintain a high level of telephone etiquette at all times
- To log all information on the relevant software programmer
- To ensure a high standard of detailed information regarding information logged
- To maintain a high level of accuracy at all times
- To follow up with customers and all other involved parties timorously
- Ensure that Dealerships/ Sales consultants calls the client within 20min
- Following up with Sales Executives and updating customers on feedback
- Updating online leads on Leads Management System daily. Following up with the dealerships daily.
- Compiling monthly sales and automate reports
- Achieving weekly targets
- Calling New and existing clients. Following up with the dealerships, online service bookings and parts enquiry.
- Coordinating sales for Fleet Africa
- Cold Calling
Dealer Co-ordinator at Cittoncars (2015-02)
- To assist with all Client initiatives as required (e.g. data capturing, verification, lead fulfillment)
- Lead Centre Sales Coordinator, calling online leads provided by our service provider ix motoring
- To handle all inbound and outbound calls
- To provide assistance/information to dealers / customers relating to
- To maintain a high level of telephone etiquette at all times
- To log all information on the relevant software programmer
- To ensure a high standard of detailed information regarding information logged
- To maintain a high level of accuracy at all times
- To follow up with customers and all other involved parties timorously
- Ensure that Dealerships/ Sales consultants calls the client within 20min
- Following up with Sales Executives and updating customers on feedback
- Updating online leads on Leads Management System daily. Following up with the dealerships daily.
- Compiling monthly sales and automate reports
- Achieving weekly targets
- Calling New and existing clients. Following up with the dealerships, online service bookings and parts enquiry.
- Coordinating sales for Fleet Africa
- Cold Calling
- Developing of systems and Policies, Procedures, Sequence & Interactions, System Level Procedures and Forms & Templates
- Conduct Audits (Audit Reports, Meeting Of Minutes, Non-Conformance Reports, Corrective And Preventive Actions Reports)
- Implementation Of Systems
- Follow-up with clients via phone and email
- Interact with Client requirements
- Client service
- Quality Assurance
- Attend Meetings (internally and externally)
- Maintain a current and accurate filling system (server and projects filing)
- Report to Senior Project Manager on status and progress of Systems. (Report, E-mail, or verbally)
- Using a Variety of Software Packages, Such As Microsoft Word, Outlook
