Resume

Customer Service Team Leader

Location:

Johannesburg, Gauteng, South Africa

Posted:

September 12, 2023

Contact this candidate

Resume:

Personal details

Identity Number: 690********** Dependants: Two

Marital Status: Married

Languages: English, Afrikaans

Drivers License: Code 8 and PDP

Availability: One month notice

Contact Details

PHONE: 060-***-****

EMAIL: adzm9m@r.postjobfree.com

Education

1989 Matric MH Joosub Secondary School

English; Afrikaans; Business Economics;

Mathematics; Geography; Biology

System Training

BDS / NDS; Gijima, Ciboodle; SAP; Linux;

Skills

Microsoft Office; Problem Solving; Critical Thinking; Flexibility; Communication; Teamwork; Organization; Emotional Intelligence;

Time Management; Leadership; Sales

Overview of Companies Employed At

N & R Fittings Shenka Industries Hirschs Times Media / Arena Holdings Nedbank Standard Bank

EMPLOYMENT HISTORY

January 2020 – Current N & R Fittings

Sales Executive

Serving clients by selling and marketing our products and meeting client needs

Servicing existing accounts, obtaining orders and establishing new clients and accounts

Handling and resolving customer complaints, obtaining and evaluating all relevant data to handle complaints and enquiries

Following up with clients to ensure high-level satisfaction and determining future requirements

Negotiating pricing

Completing quotations and invoicing

Liaising with clients to ensure orders are dispatched timeously

Performing after sales follow up courtesy calls to clients

Performing stock control and inventory

Invoicing

Delivering orders when required

Customer service client facing and telephonically

Monitor competition by gathering current marketplace information on pricing, products, delivery schedules and merchandising techniques to better performance

Keeping CEO and management informed of sales by submitting daily and monthly reports and weekly work plans

February 2018 – September 2019 Shenka Industries

Sales Executive

•Scheduling sales visits

•Marketing to new and existing clients

•Establishing new business

•Handling and resolving customer complaints, obtaining and evaluating all relevant data to handle complaints and enquiries

•Following up with clients to ensure high-level satisfaction and determining future requirements

•Negotiating pricing

•Completing quotations and invoicing

•Reviewing sales performance

•Liaise with clients to ensure orders are dispatched timeously. After sales follow up courtesy calls with clients

•Completing general administrative tasks

Reason for Leaving: Retrenchment

September 2017 – January 2018 Hirschs

Service and Spares Consultant

Data capturing

Assisting with customer queries

Stock control and inventory

Following up with suppliers regarding spares

Ensure service bookings and repairs are completed within service level agreement

Daily feedback with service providers and customers

Provide customers with progress reports with regards to their repairs required

Liaise with internal clients and departments to ensure queries are resolved

Assist with sales when required

Reason for Leaving: New opportunities

May 2006 – August 2016 Times Media / Arena Holdings

Customer Services and Sales Consultant

Effectively managed large amounts of incoming calls and provided excellent customer service to clients

Handled complaints, provided appropriate solutions and alternatives within the time limits and followed up on queries to ensure resolution of all queries

Liaised with internal clients and departments to ensure queries were resolved

Generated sales leads. Performed data capturing

Identify and assess customers’ needs to achieve maximum customer satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate information to customers using the correct customer services methods and tools

Meet personal and team targets and call handling quotas daily

Keep records of all customer interactions, process customer accounts and file relevant documents where necessary

Ensure compliance processes policies and procedures are met. Complete customer security verification

Ensured there were zero QA errors

Accept responsibility for quality when carrying out duties

Provide support for own team and other departments, in order to optimize business opportunities

Ensure personal growth by attending job related workshops and completing required training

Maintain confidentiality and integrity of customers

Assisted as stand in team leader

Sales representative and liaison to partner media agencies abroad

Reason for Leaving: Retrenchment

November 2005 – April 2006 Nedbank

Card Division

Customer Services Consultant

Providing excellent customer service to all clients whether externally or internally in line with the code of banking practice

Assisting clients with various queries and requests

Assisting clients with their new applications submitted online or at our nationwide branches

Liaising with our sales department on a daily basis regarding clients applications

Submitting various sales leads to our sales department

Delegating clients requests to our relevant accounts departments

Following up on all requests on behalf of clients to ensure client retention and loyalty of clients

Escalation all clients requests that are out of our SLA

Performing security checks on customers to avoid risks to Nedbank

Helping to achieve Service Level Agreement daily and to be focused on internal and external ratings / surveys of customer satisfaction

Telesales

Reason for Leaving: New opportunities

January 1999 – October 2005 Standard Bank

Card Division

Team Leader

Ensuring excellent customer service and ensuring myself and my team met their targets

Checking and delegating work to consultants

Monitoring performance and motivating the team

Administration

Resolving high level conflicts and complaints, both internally and externally

Handling and resolving escalated customer complaints

Creating reports to update management on the teams progress and performance

Meeting targets and deadlines weekly and monthly

Developed strategies the team used to reach its goal

Assisting with any coaching the team members required

Communicated clear instructions to team members

Listening to team members feedback and implementing methods of resolutions

Monitoring team members participation to ensure the training they have been provided is being put into use and also to see if any additional training is required

Reason for Leaving: New opportunities

References

N & R Fittings - Manager: Mr Nigel Chetty

Contact Number: 011-***-**** / 060-***-**** / 066-***-****

mailto:adzm9m@r.postjobfree.com

Shenka Industries – CEO: Mr. Suren Padayachee Contact Number: 011-***-**** / 27

/ 083-***-****

Email: adzm9m@r.postjobfree.com

Hirschs – Manager: Mr. Kershen Govender

Contact Number: 011-***-****

Email: adzm9m@r.postjobfree.com

Times Media / Arena Holdings Manager – Manager: Mrs. Ethel Padayachi