Customer Service Call Centre
Resume:
THABO MBONISWA
Vosloorus
Johannesburg
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
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