Abigail Matjeke

Assisting with upgrade reversals,Contract cancelation ,Problem solving regarding Customers disputes accounts,resolving customer queries, updating systems and providing feedback.

• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Improved resolution time with effective problem-solving for customer complaints.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Sought ways to improve processes and services provided.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.