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Customer Service Front Desk

Location:
Midrand, Gauteng, South Africa
Salary:
17500
Posted:
October 30, 2022

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Resume:

ads9gc@r.postjobfree.com 072-***-****

SUMMARY

I am a dedicated, organized

and enthusiastic individual. My

work is conducted with

excellence and I have a clear,

logical mind with a practical

approach to problem solving .

AMINA MAHOMED

PERSONAL DETAILS

Address 56 Midrand Gardens Kauffman Street

Midrand, 1685

Mobile 072-***-****

Email ads9gc@r.postjobfree.com

Gender Female

Nationality South African

Date Of Birth 21 March 1982

Marital Status Married

Health Excellent

Languages English and Afrikaans

Availability Immediate

EDUCATION

CUSTOMER RELATIONSHIP MANAGEMENT •IN PROGRESS • IQ ACADEMY MATRIC • SOUTHVIEW HIGH SCHOOL

English

Afrikaans

Mathematics

Accounting

Economics

Life Science

CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

2

SKILLS

MS Office 2000 – 2016

Windows

Customer Service

Communication

Report Writing

Problem/Complaint resolution

Typing Skills

Business correspondence

formatting

HUNTER DOUGLAS/FAÇADE ARCHITECTURAL SYSTEMS –

RECEPTIONIST/ADMIN • JAN 2021 TO MAY 2021 (TEMP POSITION)

Welcoming and greeting guests/clients at the front desk, directing to correct department

Answering of all calls, taking messages

Fowarding of emails, general admin, filing and assisting with queries

Ordering of all basic stationery supplies

Keep as safe and clean reception area

Maintaining security and intercom, ensuring completion of all sign-ins are recoded

Customer service, knowledge of MS word, email, excel and data capturing

Assist team members if and when required

SERVICE RECOVERY –SNR CUSTOMER EXP OFFICER •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • JAN 2014 TO NOV 2019

Recording of all communication received from AA customers, either written or verbal on the service recovery database.

Forwarding of the logged complaints or queries to the relevant manager for resolution within specified turnaround time.

Tracking of the complaint or query to ensure that time frames are adhered to.

Ensuring constant communication is maintained with the customer to inform them of progress and the results of their complaint/query.

Applying the appropriate action to be taken to ensure customer satisfaction within Company mandated parameters.

Determine if a Customer/Member qualifies for compensation or refund.

Researching and Recommending improved policies; procedures and processes for increased operational efficiency.

Closing Customer cases and recording remedial action/s taken.

Ensuring that member correspondence is responded to timeously and that all member queries/instructions have been responded to/actioned accordingly.

CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

3

Work closely with the Manager to align initiatives, data formats and requirements with that of the overall CRM strategy.

All other duties/Responsibilities as required by Divisional Manager as and when needed.

Acknowledging complaints and compliments on

www.HelloPeter.com, and responding to all communications in accordance to company policies.

Submitting of claims and purchase orders

Sales for Membership base

EXPERIENCE

ADDITIONAL ROLES AND RESPONSIBILITIES

Report writing – weekly; monthly; quarterly

Fact checking between departments

Compiling Statistics on client satisfaction indexes

Call resolution statistics, call volumes, escalations

Compilation of multiple reports to a single monthly report for senior management to have a single report with full view of department performance.

SERVICE RECOVERY – JUNIOR CORRESPONDENCE CLERK •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • JUN 2013 TO DEC 2013

Customer/Client Correspondence (e-mail, written, telephonic, fax) regarding all complaints and enquiries from AA Members.

Manage and respond to telephonic enquiries from time to time.

The management of the correspondence includes the assessment, analyses, interpretation, decision as well

as the written reply to a Member complaint.

CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

4

Drafting of written responses and templates to Member correspondence in English.

Ensure effective follow-up and tracking processes for each enquiry and complaint.

Handling of complex customer queries through the facilitation of the solutions through all the relevant or required departments of the AA.

Coordinating and responding to multi department complaints.

Assess and analyze information regarding AA products through current CRM system.

Upgrades and adjustments to AA Member records on current CRM system.

Capturing of reminder statement payments, updating and maintaining of Client personal data on Membership records.

Designed and implemented a more effective electronic filing EXPERIENCE

process.

Design and control correspondence templates.

Do quality checks and recommendations on all outgoing written correspondence.

Dispatching of cases and tracking the resolution to opened Membership query cases and ensuring satisfactory turnaround times by back office administrative staff.

Cross selling/up selling AA products and/or services to Members.

Report on all activities in the control reports

(consequence management) and update management on areas of non-compliance to processes and business best practices and rules.

Any other duties as required by the Customer Experience Manager from time to time.

Purchase order submissions

Sales

CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

5

ADDITIONAL ROLES AND RESPONSIBILITIES

Report writing (assist CEM)

2nd in charge while supervisor not available, stand in for supervisor.

Compiling Statistics on client satisfaction indexes

Call resolution statistics, call volumes, escalations Reason for Leaving : Promoted to Service Recovery – Customer Experience Officer

EXPERIENCE

SERVICE RECOVERY ADMINISTRATION •AUTOMOBILE ASSOCIATION OF SOUTH AFRICA • MAY 2012 TO MAY 2013

Screening website and other channel generated communications to determine the upgrades or additional requirements of the customer/member.

Logging of all enquiries, requests, complaints, suggestions, compliments and other member communications.

Assess all communications and make recommendations regarding assigning responsibility for investigation and client feedback.

Follow up on progress to ensure timely response from assigned parties and follow up where lack of activity is evident.

Report on activities, processes, tasks and exceptions in order to identify key areas for improvement, through training, process improvement and other interventions as required.

Report on additional requirements as and when requested.

Identify areas of improvement and issues to be better managed CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

6

REFERENCES

Mrs. Nishanyia Labuschagne

082-***-****

Ms. Daphney Tsiana

083-***-****

Mrs. Fatima Sheik

072-***-****

Communicate with customers as required and provide feedback on all communications from various service departments within the company.

Activate, update and close issues on “FACTs” system to enable a complete reporting process.

ADDITIONAL ROLES AND RESPONSIBILITIES

Report writing

Data Compilation from various departments into various reports EXPERIENCE

MAINTENANCE RESEARCHER • EZEE-DEX INDUSTRIAL PROCUREMENT • JUL 2007 TO MAY 2012

General Office Admin

Calling companies and clients to update and amend contact information where necessary.

Filing

Dealing with outbound and inbound calls from clients

Data capturing

Drafting letters for managers and office staff

Reason for Leaving: Career growth opportunities limited within company

ADMIN CLERK (TEMP) • FREIGHTMORE • JAN 2006 TO MAR 2006 CV AMINA MAHOMED

ads9gc@r.postjobfree.com 072-***-****

7

RECEPTIONIST/ADMINISTRATOR • GALLERY PANEL BEATERS •FEB 2002 TO DEC 2005

ACHIEVEMENTS

Senior management acknowledged my performance and dedication to do the best possible job and promoted me to senior correspondence clerk within 6 months of joining the department.

Numerous customer/client compliments on my professionalism, work ethic and willingness to assist in all areas in problem resolution.



Contact this candidate