Customer Service Representative at Call Centre International (2019-05 – 2020-06)
Technical Support - Internet connectivity troubleshooting
- Help customers troubleshoot internet connectivity issues (e.g., no signal, slow speed, router problems)
- Guide customers through modem/router setup and configuration steps
- Escalate complex technical issues to higher-level
Customer Service Representative at Aegis Outsourcing (2020-10 – 2021-02)
Telkom customer support handling calls, emails, and live chats
- Handle incoming calls, emails, or live chats from Telkom customers
- Provide information about Telkom's broadband, mobile, and landline services
- Assist customers with general inquiries about products, packages, and promotions
- Offer guidance on how to apply for new Telkom services or upgrades
- Assist customers with billing queries, payments, and account balance checks
- Explain Telkom invoices, charges, data usage, and billing cycles
- Process account updates (e.g., contact details, package changes, or cancellations)
- Help customers set up debit orders, payment arrangements, or request refunds
Customer Service Representative at Outworx (2021-11)
Holiday booking customer support
- Handle inbound calls, live chats, and emails from customers regarding existing or potential holiday bookings
- Provide detailed information about holiday packages, destinations, accommodation options, and travel services
- Amend or update existing bookings (e.g. change dates, upgrade rooms, add services like transfers or baggage)
- Assist customers with cancellations and explain terms, conditions, and potential fees
- Coordinate with airlines, hotels, and suppliers to confirm or modify reservations
Team Leader at Outworx (2025-04 – 2026-02)
Lead customer service team managing calls, chats, and emails
- Lead, motivate, and support a team of customer service representatives handling calls, chats, and emails
- Allocate daily workloads and ensure adequate coverage
- Monitor individual and team performance against key metrics such as call quality, handling time, and customer satisfaction
- Conduct regular team briefings, performance reviews, and coaching sessions
- Ensure high standards of customer service are consistently delivered across all customer interactions
- Handle complex or escalated customer issues that front-line agents cannot resolve
- Monitor communication channels to maintain service level agreements (SLAs) and response targets
- Promote a customer-first culture by encouraging empathy, efficiency, and professionalism
