Debt Collections Agent - Collect4u
(2024-09)
- Locating and contacting debtors to ask about their payment status
- Establishing a relationship of trust with debtors
- Creating payment plans that allow debtors to pay what they owe
- Maintaining records of collection efforts and updating account status
- Handle question or complaints
- Investigate and resolve discrepancies in payments or accounts
- Instituting legal action when client fails to pay
- Received Council for Debt collectors certificate
- Top performer for 3 months in a row
Customer Service Representative - Hyperli
(2017-10 - 2019-01)
- Engaging with Suppliers and Business Partners Process and assess Customers Returns
- Engaging with Warehouse Managers, Couriers to ensure goods delivery to Customers
- Authorizing Customers refunds
- Processing of refunds
Customer Service Team Leader - Teleperformance
(2016-02 - 2016-04)
- Effectively communicate information, targets, and objectives so that all advisors know what is expected of them and to ensure buy in
- Manage attendance and attrition successfully by creating an environment, where our people view our business as a great place to work and one which encourages learning and development, values, respect, and rewards based on achievement
- Challenge their team to continuously develop by providing effective, ongoing feedback on the quality of their performance
- Lead a team who put the customer first
- Ensure that Teleperformance and client quality measures are effectively communicated and maintained
- Maintain an up-to-date knowledge of relevant product information, to ensure this is communicated effectively to advisors and to act as a first point of contact for escalated calls
- Establish a learning environment, where we challenge, evolve, and strive to improve each day
- Support and empower advisors to take ownership of their own development whilst ensuring succession planning is considered
- React to and manage change effectively and to ensure that it is communicated effectively to their team
- Deal with any ad hoc tasks effectively and positively
- Using a range of leadership styles to suit the needs of the advisor whilst focusing on team engagement and motivation
- Deliver timely, accurate and professional customer service
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Communicate with customers via phone, email, and chat
- Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment
- Prioritize and handle all emails and incoming calls in English
- Liaise between internal departments to solve customer queries
- Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided
- Take ownership of our customers and ensure that their needs are met as soon as possible
- Successfully manage and co-ordinate the operations of the ADSL support department providing excellent support to our clients
- Recruitment
- Coaching of staff to ensure maximum productivity and excellent customer services
- Provide the team with a vision of the project objectives
- Manage the department effectively for maximum productivity
- Promote efficiency within the department and to identify processes for automation
- Workforce Management and Scheduling to ensure SLA's are met
- Performance management where required
- Dealing with escalations, irate clients and follow ups for customer
- Quality reviews
- Maintain healthy group dynamics
- Encourage creativity, risk-taking, and constant improvement
- Coordinate with internal and external customers, as necessary
- Provide guidance to the team based on management direction
- Performance evaluation
- Drive operational efficiency through team members, to produce targets and results
- Drive service delivery and NPS
- Maximize efficiencies and service delivery (staff and business)
- Ensure customer satisfaction
- Identify individual/team strengths and weaknesses - providing ongoing training and coaching and setting individual objectives
- Carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations
Customer Service Representative - Takealot
(2016-10 - 2016-12)
- Deliver timely, accurate and professional customer service
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Communicate with customers via phone, email, and chat
- Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment
- Prioritize and handle all emails and incoming calls in English
- Liaise between internal departments to solve customer queries
- Assessing any service failure to identify the route cause and take appropriate action to ensure similar failures are avoided
- Take ownership of our customers and ensure that their needs are met as soon as possible
Customer Service Team Leader - Webafrica
(2011-01 - 2015-07)
- Successfully manage and co-ordinate the operations of the ADSL support department providing excellent support to our clients
- Recruitment
- Coaching of staff to ensure maximum productivity and excellent customer services
- Provide the team with a vision of the project objectives
- Manage the department effectively for maximum productivity
- Promote efficiency within the department and to identify processes for automation
- Workforce Management and Scheduling to ensure SLA's are met
- Performance management where required
- Dealing with escalations, irate clients and follow ups for customer
- Quality reviews
- Maintain healthy group dynamics
- Encourage creativity, risk-taking, and constant improvement
- Coordinate with internal and external customers, as necessary
- Provide guidance to the team based on management direction
- Performance evaluation
- Drive operational efficiency through team members, to produce targets and results
- Drive service delivery and NPS
- Maximize efficiencies and service delivery (staff and business)
- Ensure customer satisfaction
- Identify individual/ team strengths and weaknesses - providing ongoing training and coaching and setting individual objectives
- Carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations
- Establish a learning environment, where we challenge, evolve, and strive to improve each day
- Support and empower advisors to take ownership of their own development - whilst ensuring succession planning is considered
Administrative Clerk - Telkom
(2007-05 - 2010-12)
- Effectively dealing with customers billing enquiries related to their home phone line and broadband
- Answering incoming calls from customers, respond to queries, handle complaints and troubleshoot problems
- Provide necessary information as requested and required from customers
- Identify and escalate priority issues to ensure maximum customer service levels achieved
- Route calls to the appropriate technical teams and resources
- Complete call logs
