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Call Centre Customer Service

Location:
Johannesburg, Gauteng, South Africa
Salary:
8000
Posted:
May 16, 2022

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Resume:

Siyabulela Ayanda Thembani

840**********

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

060*******/ 072*******

English, Sotho, Xhosa, isiZulu

adq2zb@r.postjobfree.com

Education

Senior Certificate – Grade 12, Senaoane Secondary School Year Completed 2003

Subjects – English, Xhosa, Economics, Business Economics, Accounting Job Management /Administration

Result driven and ability to manage high volumes of workload

Proven record in meeting and exceeding targets within the call centre department as per performance contract

Researched and analytical minded

Innovated way of doing things in order to enhance customer service Communication

Computer literate – Systems: Bim5

Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, MS PowerPoint, Internet and Email) M5 sports

Filing & organisational skills; Teaching basic computer skills to new recruits; Microsoft package

Typing, scanning & faxing handle confidential & sensitive customer information. Smollan Group (Massmart July 2015 to date)

Systems: AS400, Radical, Nexus

Duties

Customer services

Answering Calls in given SLA time 24 hours and allocations.

Dealing with consumer complaints and product enquiries

Handling emails sent from the client 3rd part customer service call centre.

Assistance with Trojan Health equipment enquiries

Handling and Escalating Customers Queries Maintained customer records by updating account information Requesting spares quotation for customers via email to service centres for various products Logging calls to service centres and booking call outs on behalf of the customer Escalating complaints to Brand managers and complaints manager Sourcing products for customers from retail stores and providing feedback Making follow ups and Providing feedback to customers on escalated queries Receiving and attending to customers queries via email Booking repairs for customers to services centres for various products

Achievements

Top Performer for May 2016 and July 2016.

Top Performer for February 2017

Top Performer for May 2017, December 2017

Top Performer for April 2018

Top Performer for May 2018

Top Performer for July 2018

Top Performer for August 2018

Top Performer for September 2018

M5 Sports Group (Oct 2010 to May 2015)

Duties

Customer services

Answering Calls in given SLA time 24 hours and allocations.

Dealing with consumer complaints and product enquiries

Handling emails sent from the client 3rd part customer service call centre.

Assistance with Trojan Health equipment enquiries

Pricing for spares

Manual requests

New product list

Regional Call Allocations

Capturing of customer data

Logging and assigning technicians to different premises

Dealing with store enquiries and complaints

Logging of Store Stock Repairs and Demo Models

Handling all JHB regional Smollan job cards

Stock control & management, help in processing cash and card payments balancing cash registers with receipts, dealing with customer refunds.

Systems: Bim5, Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, Adobe Internet and Emails Response Telemarketing Service AIG – Inbound & Outbound Call Centre Agent (July 2007 –Dec 2009 )

Making Outbound call to businesses and clients to do surveys

Consumer study on products

Opening of customer accounts by recording account information

Maintaining customer records by updating account information

Recommending potential products or services to manage by collecting customer information and analysing customer needs

Period 30 months

Reason for leaving ( 2year Contract project Ended) Systems: Microsoft package (MS Word, MS Excel, MS Access, MS Outlook, Adobe) Contact person – Lettie Molokomme (Uni-Source) Administrator Contact no. – 011-***-****

Contact person – Petrie Barnard (M5 Sport Group) National Admin Manager Contact no. – 011-***-**-**/ 082-***-****

Contact person – Njabulo Masuku (Smollan group) Supervisor Contact no: 083*******

BEHAVIOURAL COMPENTENCIES

Adaptable.

Empathy

High Tolerance for Routine

Client Centricity

Eloquent Verbal Communication

Ability to integrate into a team orientated environment

Problem Solving

Self Motivated

Highly Focused

MOTIVATION

I am an extremely hard-working individual who is performance driven Results orientated and well disciplined

Fast learner and adapt easily

I am very motivated and am a good motivator.

I have excellent leadership skills and am a true believer in leading by example I believe myself to be a true asset to any organization taking me into their employ Career Objectives

To succeed in an environment of growth and excellence and earn a job which provides me with job satisfaction and self-development that also helps me achieve personal as well as organizational goals.



Contact this candidate