Customer Service
Resume:
EMELINE NONDUMISO
MTHIMKHULU
House No ****** Osindisweni Area Verulam 4340
adgiad@r.postjobfree.com
PERSONAL DETAILS
Title Miss
Full Name Emeline Nondumiso Mthimkhulu
Identity no. 910**********
Date of Birth 1991/08/30
Gender Female
Nationality South African
Languages IsiZulu and English
OBJECTIVE
I want to build a long-term career in the Finance industry and willing to learn new ideas.
EDUCATION
National Senior Certificate
JANUARY 2008 – DECEMBER 2008
Subjects: IsiZulu, English, Mathematics, Life Science,Life Orientation and Accounting
EXPERIENCE
Customer Service Associate Accenture
SEPTEMBER 2016 – 15 APRIL 2019
Duties and responsibilities
Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Shares information required for the team to be successful
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May promote client products and services by suggesting additional or alternative products to meet customer's needs
May perform follow up on incidents with customer to ensure customer satisfaction
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May complete and resolve non-call customer contact requests received by mail, web or email
May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues
May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
Ensure proper documentation, notification, escalation, tracking and follow-up
Perform incident notification and escalation to ensure problems/requests/issues are communicated
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
Customer Service Associate Edcon
15 APRIL 2019 –TILL CURRENT
Duties and responsibilities
Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Shares information required for the team to be successful
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May promote client products and services by suggesting additional or alternative products to meet customer's needs
May perform follow up on incidents with customer to ensure customer satisfaction
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May complete and resolve non-call customer contact requests received by mail, web or email
May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues
May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
Ensure proper documentation, notification, escalation, tracking and follow-up
Perform incident notification and escalation to ensure problems/requests/issues are communicated
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
SKILLS
Good communication skills
Engaging with people very well
Computer skills
Listening skill
SELF ANALYSIS
I consider myself as a well-groomed pleasant and have sense of humor, I can work under any given situation as I have worked in this field for 4 years making sure I provide excellent service and meeting quality assurance score target that are required. I believe that I have all skill and knowledge required for this position.
REFERENCES
Team Mangers and Department Manager Accenture
CLINTON CONTACT NO.: 082*******/031******* (2016 TM)
Team Mangers and Department Manager Edcon
VINOLAN KRISHNALLAL CONTACT NO.: 081********/031******* (CURRENT TM)
Contact this candidate