South Africa
I hereby would like to confirm my absolute passion for service and dedication to empower others. I am a highly motivated person and do not succumb to job pressure or negative attitude. I provide myself with very little room for error but am open to criticism, allowing room for growth at all times. I am an excellent candidate for punctuality and my attendance and punctuality is undoubtedly admirable. I work very well with people and I am a valiant team player. I know I have the ability to perform duties required and assisting in growing the brand and reputation of the company within the industry. As a results of being a team player I was voted the best Contact Centre Agent in 2016 for Accountability, Integrity, willing to be willing at all times and putting the company's and client best interest at heart. I am a very dedicated person, give all the resources I need to perform my duties and I will do so.
• Act as an intermediary. • Specializing with retirement funds (Provident and Pension fund, Retirement Annuity, Preservation, Record of Transfer, etc. • Liaison, resolve, and provide assistance to/with role-players (Members, Pensioners, Brokers, Trustees, Fund administrators, Principal Officer, The FSB. etc.). • Log BO requests and provide assurance to members • Obtains client information by answering telephone calls; interviewing clients; verifying information. • Determines eligibility by comparing client information to requirements. • Establishes policies by entering client information; confirming pricing. • Informs clients by explaining procedures; answering questions; providing information. • Maintains communication equipment by reporting problems. • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. • Updates job knowledge by studying new product descriptions; participating in educational opportunities. • Accomplishes sales and organization mission by completing related results as needed.
• Make sure that all appointments are kept and that all the necessary resources are available • Schedule jobs with clients and technicians (Internal and external) • Complete daily technical report for technical area managers daily • Advise clients when the technician will be at their premises • Ensure a technician goes to clients who has had a break-in or code 50 • Answering of the technical cellular phone • Providing feedback on technical complaints • SMSES to be sent to client reminding them of their technical appointment • Assists technicians with rebooks from site • Ensure a technician is fully booked daily • Obtains client information by answering telephone calls; interviewing clients; verifying information. • Determines eligibility by comparing client information to requirements. • Establishes policies by entering client information; confirming pricing. • Informs clients by explaining procedures; answering questions; providing information. • Maintains communication equipment by reporting problems. • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. • Updates job knowledge by studying new product descriptions; participating in educational opportunities. • Accomplishes sales and organization mission by completing related results as needed. • Aid the technical team when needed • Has a good knowledge of the Pretoria region and know how to use Google maps • Ensure customer satisfaction
• Handle queries and complaints for both Dealer and in-house customers • If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hours for resolution, if not follow-up to resolution • All complaints must be logged on Customer SAT, resolved and escalated internally • Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution and satisfaction to the customer. • Manage your daily log report for complaints received • Manage all Hello Peter and Web complaints with the highest of priority and resolution • Ability to comprehend, capture and interpret basic customer information • Make sound judgements to deliver superior customer service • Ability to manage difficult situations and respond promptly to the need of the customer • Analyze various parts of a problem properly and develop logical solutions • Book service calls • Handle all technical scheduling issues or challenges received via customer complaint • Handle all ADT Pulse customer queries and complaints • Handle all CCTV queries and complaints • Inbound and Outbound Webmail/Web chat communication • Assist with call overflow from Level 1 Agents • Provide Technical Support to Customers in the everyday & exception operation of the alarm system • Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the security system • Exercise good interpersonal skills to be able to deal with difficult customers at all levels • Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization • Ability to adapt to change in the work environment, delays or other unexpected demands • Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees • Ensure all QA assessments are signed of within 72 hours of receipt
• Answer inbound calls as well as assist customers who have specific inquiries. • Receiving incoming calls on skills based routing Basis. • Transferring calls to other departments. • Handle and resolve customer complaints or Escalate if required by policy • Receiving and auctioning of emergency calls (if trained). • Technical service calls bookings. • Sales leads qualification and appointment booking. • Provide basic technical assistance to clients (Troubleshooting). • Provide customers with required information to resolve queries. • Loading of temporary / holiday instructions (if appropriate to skills base) • Account, Sales, Technical, Ops and other • Verification of Listener information queries handling. • Delegation of queries / complaints to relevant departments. • Work as a team and assist each other in daily Call Centre operational issues
• Inbound calls of 100, but exceeded this target to reach around 128 calls • Target call duration of 20 per hour or 2 minutes 10 seconds • Answering and handling all incoming telephone calls in a professional and friendly manner, • Answer inbound calls as well as assist customers who have specific inquiries, -Effectively dealing And handling customer queries, • Build customer’s interest in the services and products offered by the company • Assisting with Vodacom Related queries. • Effectively dealing with queries from customers and branches • Handling irate customers, resolving queries • Blacklisting of handset • Ensure that all customer service and broadband enquiries are handled accordingly, identified And handled within established SLAs • Ensuring customer satisfaction • Recharge voucher • Internet settings and profile settings, sim swap, Sim Card Activation, etc