Customer Support Specialist
Send a job offer directly to this candidate
I am an individual, who has interest in learning new things and enjoys solving complex problems. I am an avid reader, I have tremendous interest in Economics hence I major with economics in my studies in BA international relations. I posses over 10 years experience in customer service environment. I am father of 2 boys, engaged with my long time girlfriend.
Resolving customer queries within the SLA.
Providing customers with product knowledge and how to utilize the website.
Communicating with customers on digital platforms to prevent reputational risk, Facebook, Twitter, Fresh chat, Email and Freshdesk.
Meeting Weekly targets, productivity, sales, and QA.
Tracking parcels of the customer Fast & Furious, Pargo choice collect etc.
2016-2018 Senior Associates Operations WNS/Telkom SA The post-paid customer service Centre- assurance (tier 1) managers all progress
On general enquiries, billing requests and complaint acceptance.
Focus on first call resolution, the team is targeted to ensure customer
Satisfaction on every contact.
The post-paid service Centre provides the following services
Case reporting I. e functional escalation to tier 2, and progress for all mobile
Technical support for device, over the air (OTA) settings, etc.
01 September 2017 was promoted to fixed line billing Floor support (landline Accounts)
: Escalation desk deals with management with incident and problems with customers’ accounts.
: Ensuring customer disputes are resolved.
: Providing floor support to agents on the floor when struggling.
: Monitoring Service level (SVL) and Average handling time (AHT) in ensuring all
Kpi’s are achieved.
2016-2016 Call Centre Survey Researcher Metswalle Solutions/Metropolitan.
Conducting Surveys with GEMS, BONITAS, SIZWE clients
Satisfaction survey and complaint survey.
2012-2017 Terminal Operator Kenilworth Racing
Assisting customers with placing their bets.
Help them cash out their winnings.
Big race meetings I help with banking 2018- Current Customer support Agent Home Choice.
A Customer Support Specialist is a professional who is responsible for handling questions, comments and complaints regarding a particular business. The ultimate goal is to provide positive customer experiences by enhancing relationships between them.
Resolving customer queries within the SLA.
Providing customers with product knowledge and how to utilize the website.
Communicating with customers on digital platforms to prevent reputational risk, Facebook, Twitter, Fresh chat, Email and Freshdesk.
Meeting Weekly targets, productivity, sales, and QA.
Tracking parcels of the customer Fast & Furious, Pargo choice collect etc.
2016-2018 Senior Associates Operations WNS/Telkom SA The post-paid customer service Centre- assurance (tier 1) managers all progress
On general enquiries, billing requests and complaint acceptance.
Focus on first call resolution, the team is targeted to ensure customer
Satisfaction on every contact.
The post-paid service Centre provides the following services
Case reporting I. e functional escalation to tier 2, and progress for all mobile
Technical support for device, over the air (OTA) settings, etc.
01 September 2017 was promoted to fixed line billing Floor support (landline Accounts)
: Escalation desk deals with management with incident and problems with customers’ accounts.
: Ensuring customer disputes are resolved.
: Providing floor support to agents on the floor when struggling.
: Monitoring Service level (SVL) and Average handling time (AHT) in ensuring all
Kpi’s are achieved.
2016-2016 Call Centre Survey Researcher Metswalle Solutions/Metropolitan.
Conducting Surveys with GEMS, BONITAS, SIZWE clients
Satisfaction survey and complaint survey.
2012-2017 Terminal Operator Kenilworth Racing
Assisting customers with placing their bets.
Help them cash out their winnings.
Big race meetings I help with banking
2023: Current: Final Year BA International relations, UNISA.
2018: Higher Certificate in Economics and Management Sciences Level 5, UNISA.
2015 Leadership through community interaction for student leaders, Stellenbosch University Level 6.
