Call Center Customer Service
Resume:
LINDIWE BIYELA
Customer Service Representative with 3+ years of experience working with leading call center companies such as Webhelp and CCI. Where I received thorough training in the customer care department as well as the restaurant care department. I have accumulated a 98% customer satisfaction rating to date, A QA of 98% and a 95% WPM typist with experience in the Zendesk guide, Salesforce, GFR just to name a few. Call Center Agent
CCI, Johannesburg
Responsible for responding to multiple types of customer contacts including inbound phone calls, email communication, Chat and SMS. As well as place outbound calls.
Handle inquiries which include placing orders, reviewing existing order status, setting up returns, and tracking shipments and contacting carriers, if necessary.
Contact internal vendors, if necessary, for shipping and order issues, and completing follow-up items.
Help resolve problems by clarifying issues, researching, and exploring answers and alternative "outside the box" solutions. Responsible for maintaining a high level of professionalism with customers
Establish a positive rapport with every customer by making them aware of our services, products and loyalty program.
Follow legal policies as directed.
Mar 2023 - Present
Negotiator
Quest Claims Solutions, Johannesburg
Collecting and entering data related to current insurance claims Diary management
Producing related documents, liaising with customers and third parties over the phone to provide updates
Managing multiple cases at the same time therefore the ability to prioritise and experience of working in a fast-paced, time-sensitive environment is essential
Providing high levels of customer service both internally and externally Jul 2022 - Nov 2022
Customer Advisor
Webhelp, Johannnesburg
Establishing the customersʼ needs to diagnose and resolve problems, queries, service or billing complaints, all within operational and client policies and procedures
Identifying and actively promoting opportunities to up-sell and recommend products and services
Use questioning skills to make judgment on the best solution or action to resolve the customerʼs query
Ensuring timely and accurate resolution of customersʼ problems at the first point of contact within agreed service levels, targets and objectives Closing the customer query and ensuring resolution or feedback Keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments and actions taken Promoting client products, services and solutions at all times Processing payment information if required demonstrating a high level of security and integrity
Aug 2017 - Feb 2018
PERSONAL
Name
Lindiwe Biyela
Address
2325 Ramotle crescent spruitview
1475 Johannesburg
Phone number
***************@*****.***
INTERESTS
Reading
Listening to music
Listening to Podcasts
LANGUAGES
English
Zulu
WORK EXPERIENCE
Tumelo Rakosa
******.******@***-**.**.**
CCI
Given Moyani
*****.******@***********.***
Quest Claims
Solutions
Nonjabulo Zulu
n/a
Webhelp
Effective Communication
Teamwork
Computer Literacy
Typing
Data Entry and Accuracy
Time Management
Microsoft word
Excel
Financial Skills
Active Listening
Knowledge of CRM Systems
Problem Solving
Active Listening
Adaptability
REFERENCES
SKILLS
Contact this candidate