Phophi Masindi

Proven track record of serving as an effective liaison between companies and their potential and current clients. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. Adept at following communication scripts to properly handle various needs in a poised and professional manner.

Customer Service | Sales - Sir Fruit Devland

(2021-10)

• Sale Consultant/Customer service
• Receptionist duties
• Capture orders
• Call Customers for order and Upsell
• Do admin work/Emails
• Follow up with customer that have not ordered for 13 days
• Track orders
• Open accounts and check how much customers owe
• Do customers complain
• Update customers database
• Do schedules

Team Leader - Webhelp SA Outsourcing (PTY) LTD

(2019-07 - 2021-09)

• Created an effective team culture and fostered collaboration to increase team morale and motivation
• Established clear communication channels and provided timely feedback to team members
• Developed and implemented team processes to improve productivity and efficiency
• Resolved conflicts in a professional and timely manner
• Encouraged creativity and innovation to develop new solutions to complex problems
• Ensured team members had the resources, tools, and training needed for success
• Evaluated team performance and provided constructive feedback to help team members improve

Adviser | Customer Service - Webhelp SA Outsourcing (PTY) LTD

(2015-11 - 2019-06)

• Planning, developing and implementing PR strategies
• Main campaign & shop direct (littlewoods & very exclusive online catalogues forunited kingdom customers)
• Liaising with and answering enquiries, orders, returns, complains telephonically and emails
• Fully integrated print and digital wholesale and distribution service through deliveries and working in hand with other departments to meet customers needs
• Managing the PR aspect of potential crisis situation
• Collating and analysing complains from different departments to ensure smooth customer service
• Devising and coordinating escalations as per BAU
• Maintaining and updating information on customers accounts

Telesales Agent - Hotel X Traveler

(2015-06 - 2015-06)

• Utilized data analytics to identify customer needs, resulting in an increase in upsells
• Exceeded monthly sales target by through effective lead generation and cold calling
• Delivered product presentations telephonically that highlighted key benefits, resulting in an increase in sales
• Developed a comprehensive network of industry contacts, resulting in an increase in referral sales
• Adhered to customer service standards and corporate policies to ensure customer satisfaction
• Utilized active listening skills to identify customer needs and offered appropriate solutions
• Maintained accurate records of customer interactions and transactions
• Identified potential sales opportunities and upsold products and services to customers

Telesales Agent - Life n Style Travel Company

(2015-03 - 2015-06)

• Utilized data analytics to identify customer needs, resulting in an increase in upsells
• Exceeded monthly sales target by through effective lead generation and cold calling
• Delivered product presentations telephonically that highlighted key benefits, resulting in an increase in sales
• Developed a comprehensive network of industry contacts, resulting in an increase in referral sales
• Adhered to customer service standards and corporate policies to ensure customer satisfaction
• Utilized active listening skills to identify customer needs and offered appropriate solutions
• Maintained accurate records of customer interactions and transactions
• Identified potential sales opportunities and upsold products and services to customers

Service Center Controller & Receptionist - Edgars Killanery

(2013-03 - 2016-05)

• The processing of client and consumable orders on a daily basis
• Daily completion of work related administration (filing etc.)
• The logging of service calls and updating client information
• Allocating calls to technicians and managing respective team in line with SLA's
• Responding to/acknowledging all email requests received in a timeously manner
• Telephonic and email client feedback
• Assist when required with other service centre functions
• Must adhere to and meet prescribed deadlines
• Service administrator functions

Replenishment Supervisor - Edgars Sandton

(2010-05 - 2013-02)

• Ensure that the team's goals are regularly met, as well as to develop replenishment strategies to maximize the efficiency of their team
• Managing inventory, addressing staff concerns, analysing inventory performance, and handling forecast changes
• Managed all aspects of order and inventory flow
• Creating a strong relationship with both the internal and external customers
• Reviewing issues, and giving tactical recommendations
• Act as the liaison between corporate demand planning and supply planning

Retailer Associate - Edgars Sandton

(2007-03 - 2010-09)

• Greeted customers in a friendly and professional manner
• Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
• Learned and followed all store policies and procedures, resulting in fewer mistakes and improved customer service
• Utilized sales techniques and strategies to build customer relationships and close sales, resulting in an increase in sales
• Collaborated with other retail staff to ensure all customer needs were met in a timely manner
• Assisted with the setup and takedown of promotional displays
• Organized and maintained the ladies wear section, ensuring a clean and safe environment for customers

Senior Certificate - Minerva High School (2002)

Call Centre - MIT Business College (2003)