JUNIOR PAYROLL OFFICER - Talksure - Umhlanga
(2024-09 - 2026-04)
- Processed end-to-end payroll, ensuring accurate and timely salary payments.
- Maintained and updated employee payroll records with high attention to data accuracy and compliance.
- Captured, verified, and managed employee data (new hires, terminations, salary changes, benefits).
- Administered onboarding and offboarding processes, including payroll setup and final payments.
- Calculated salaries, overtime, bonuses, and benefits in line with company policies.
- Managed leave administration and supported Employee Self-Service (ESS) systems.
- Investigated and resolved payroll discrepancies and queries efficiently.
- Verified timesheets and pay-related data, ensuring correct payroll inputs and adjustments.
- Processed sign-on bonuses and other ad hoc payments.
- Generated and maintained payroll reports for audits and statutory compliance.
- Ensured compliance with statutory requirements (UIF, IRP5, tax regulations).
- Assisted employees with payroll-related documentation (UIF, IRP5, salary schedules, certificates of service).
- Maintained audit-ready records and supported internal and external audits.
- Verified employee records and ensured accurate UIF submissions and contribution history.
CUSTOMER SERVICES SPECIALIST - Talksure - Umhlanga
(2023-01 - 2024-08)
- Identified potential mis-selling cases through complaint analysis, call reviews, and client queries.
- Managed and resolved complex client complaints and escalations within agreed SLA timelines.
- Handled disputes involving Multichoice and banking institutions, ensuring effective resolution.
- Responded to high-level client enquiries via telephone and written communication.
- Provided guidance to clients on policies, billing, and payment-related matters.
- Investigated and resolved product and service-related issues efficiently.
- Managed high-priority and escalated queries, ensuring customer satisfaction.
- Delivered support across multiple channels, including social media, live chat, and email.
- Handled external complaints via platforms such as Ombudsman and HelloPeter.
- Ensured all complaints were resolved in line with service level agreements (SLAs).
- Maintained accurate records of interactions and resolutions for compliance and reporting.
- Led, supervised, and developed a team to achieve performance targets and KPIs.
- Set clear team goals, delegated tasks, and ensured deadlines were consistently met.
- Monitored and analyzed team performance metrics, implementing strategies to improve productivity and quality.
- Provided ongoing coaching, mentoring, and counseling, enhancing individual and team performance.
- Motivated and inspired team members to maintain high engagement and service excellence.
- Managed escalations, conflicts, and performance issues, ensuring timely and effective resolution.
- Conducted regular performance reviews and feedback sessions to drive continuous improvement.
- Ensured adherence to company policies, procedures, and service standards.
- Supported team members with real-time query resolution, including handling complex customer interactions.
- Promoted a positive team culture focused on accountability, collaboration, and results.
CUSTOMER SERVICE CONSULTANT - Talksure - Umhlanga
(2018-12 - 2022-12)
- Handled high volumes of customer enquiries across multiple channels (inbound, outbound, email, and SMS).
- Resolved customer queries and complaints efficiently, ensuring first-contact resolution where possible.
- Updated and maintained customer records, including personal details and policy information.
- Provided support across various products, including gap cover, medical insurance, and motor warranty.
- Delivered excellent service by identifying customer needs and providing appropriate solutions.
- Managed policy cancellations and retention efforts, using effective negotiation and objection-handling techniques.
- Contacted clients regarding missed payments, facilitating collections and payment recovery.
- Ensured continuous premium payments by restarting and maintaining policies.
- Identified opportunities to upsell and cross-sell products and services.
- Maintained compliance with company policies, procedures, and service standards.
GAP SALES AGENT - Talksure - Umhlanga
(2014-03 - 2018-11)
- Sales for Gap cover for medical aid clients
TRACKER SALES AGENT - Talksure - Umhlanga
(2013-10 - 2014-02)
- Sales for vehicle tracking units for Tracker
MIWAY LEADS AGENT - Talksure - Umhlanga
(2013-06 - 2013-09)
SECRETARY - Bennett Fendt Quantity Surveyors
(2007-11 - 2011-11)
- Managed switchboard operations, directing calls efficiently and professionally.
- Typed and prepared meeting minutes, correspondence, and official documents.
- Performed filing, faxing, and document management, ensuring accurate record storage.
- Coordinated diary management, including scheduling meetings and appointments.
- Supported tender compilation and submission processes, ensuring accuracy and compliance.
- Managed front desk operations, providing professional client-facing support.
RECEPTIONIST / ADMIN CLERK - Maxim's Foods T/A Master bake
(2003-03 - 2007-10)
- Managed switchboard and front desk, delivering professional client-facing service.
- Processed and captured customer orders on route accounting systems with accuracy.
- Printed and distributed invoices, orders, and related documentation.
- Maintained organized filing systems for orders, invoices, and business records.
- Liaised with clients and customers to confirm orders and resolve queries.
- Built and maintained strong customer relationships, enhancing client satisfaction and company reputation.
- Ensured efficient coordination between departments to support order fulfilment and delivery processes.
