Cape Town, Western Cape, South Africa
Assisted customers with online orders, deliveries, and account enquiries. Provided support during the cyber incident, guiding customers and resolving service disruptions. Troubleshot mobile app and website issues step-by-step. Handled complaints professionally and escalated technical cases when required. Updated customer records and ensured clear communication throughout.
• Answering and resolving customer enquiries over the phone and email. • Taking ownership of complaints and follow OVO’s procedures to ensure the complaint is resolved in a timely manner • Understanding our customer feedback tool, using feedback to identify any areas of improvement • Ad Hoc duties and responsibilities. Ensuring time management is kept • Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts • Reaching KPI targets month to month ensuring • Advising our customers about other products available to them with the aim of upselling to additional services • Proactively reviewing customer account to identify and resolve any future problems before they arise Booking meter installation appointments