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Customer Service Call Centre

Location:
Johannesburg, Gauteng, South Africa
Posted:
May 21, 2024

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Resume:

THABO MBONISWA

**** ******* ******

Vosloorus

Johannesburg

061******* / 073*******

ad5uy1@r.postjobfree.com

English and isiZulu

PROFESSIONAL SUMMARY

Accomplished Call Centre Agent with 4 years plus of experience in customer service and sales, consistently hitting KPIs by proactively following up leads and opportunities to deliver exceptional results and flourishes in a fast-paced, dynamic environment.

WORK HISTORY

Customer Service Consultant Merchants, Johannesburg

15 Mar 2018– 10 Oct 2022

Handled and resolved customer issues through chat platform, telephonically and by emails

Documented and recorded customer interactions and call information according to standard procedure

● identified and resolved escalated issues by other departments and managers to archive 90% plus first call resolution

Contacted and retained negatively affected customers individually to improve sales and customer service

Applied correct hold and transfer procedures, consistently keeping call times within timeframe target

Handled both Inbound and Outbound Campaigns for exceptional customer service and made high volume of sales

Diagnose, troubleshoot and assist clients with technical issues

Provided service tracking, repair status, and order booking information on customers devices to provide exceptional service

Reviewed customers accounts and updated billing information

EDUCATION & TRAINING

Matric Laban mothlabi Comprehensive high

2013

ATTRIBUTES & COMPETENCIES

Computer Expert

CRM Database Management

Phone system adept

Email Writing & Admin

Customer Retention

Post-Sales Support

SAP

Resolving Queries

REFERENCES

Kwanele Bridget Khumalo Merchants Teamleader

076-***-***** / +276********



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