Customer Service - Tenacity
(2025-01)
- Handle inbound calls from customers in a professional and courteous manner.
- Protect customer information by verifying identity through security questions before discussing or disclosing any account details.
- Assist customers with enquiries about their contract terms, billing, and account information.
- Handle rental device cancellation requests and process Cancel & Keep requests according to company policies and procedures.
- Assist customers with insurance enquiries, explain available insurance options, process insurance-related requests, and provide guidance on claims procedures where applicable.
- Explain FoneYam products, services, rental agreements, and insurance benefits to customers.
- Resolve customer queries and complaints efficiently while delivering excellent customer service.
- Escalate complex customer issues to the appropriate department when necessary.
- Accurately capture and update customer information on the system.
- Maintain detailed records of all customer interactions and actions taken.
- Follow company policies, procedures, and compliance requirements at all times.
- Meet customer service quality standards and performance targets.
- Follow up with customers when required to ensure their enquiries or requests have been resolved satisfactorily.
Telesales - Callforce
(2023-01 - 2025-02)
Sold cellphone contracts to customers within the MTN campaign, presenting the features and benefits of the products in an engaging and compelling manner.
- Engaged with potential clients to understand their needs and recommended then most suitable mobile plans.
- Managed both inbound and outbound calls, ensuring that every customer's interaction resulted in a positive experience.
- Utilized CRM software to track customer interactions and follow up on leads and concerns.
- Addressed customer queries and resolved issues related to service plans and product offerings.
- Consistently achieved or exceeded monthly sales targets by turning objections into sales opportunities.
- Upsold additional services and accessories to maximize revenue.
- Stay updated with promotions, product offerings, and new services to provide the best solutions to customers.
- Built rapport with clients to ensure loyalty and satisfaction.
- Follow up with customers after purchases to ensure satisfaction and resolve any post-sale issues.
- Worked collaboratively with the team, sharing successful sales techniques and strategies.
- Ensured all sales and customer interactions interactions adhered to company policies and procedures.
Customer service - Ison xperiences
(2019-02 - 2023-02)
- Assisted customers with inquiries, complaints, and escalations.
- Processed orders, returns, and exchanges accurately.
- Maintained CRM records and provided clear product and service information.
- Coordinated with other departments to resolve customer issues efficiently.
- Assisted in training and mentoring new agents.
