As a client service agent, I ensure excellent customer satisfaction by addressing enquiries, resolve clients' issues and provide support or various communication channels. I collaborate with other teams to escalate complex issues and contribute to improving overall customer experience. My goal is to always build and maintain positive relationships with clients and strive to exceed their expectations, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Hi, I’m
ANELISA MBAKU
Roodeport
Summary
Overview
3
years of professional experience
Work History
Inxuba-Yethemba Municipality
Communications Assistant
Job overview
- Evaluate call quality and provide operational advice
- Assist Communications Officer by taking minutes and organizing events
- Capture municipal and community activities through photography
- Draft articles and reports.
Wesbank Fairland Campus
Advanced Client Service Agent
11.2021 - Current
Job overview
- Receive job cards from our RT46 contract clients (SA Government Fleet and SAPS)
- Initiate claims by opening pre-auth on the system, request inspections and assess vehicle repair needs
- Liaise with merchants for quotes, assess and allocate jobs to successful merchants
- Follow up with merchants and car dealers for quotes and progress on approved claims
- Manage documentation, including quotations, guidelines, job cards and inspection reports
- Coordinate between customers and merchants between repairs or services to keep them up to date with progress
- Process documents, send clearances, and track approvals
- Provide required assistance (information) to Account Executives and Regional managers as they meet the clients in person
- Compile monthly reports on completed vehicles and closed claims
- Resolve queries via inbound calls and emails from clients as well as service providers
- Following up with clients to check their satisfaction and ensuring long lasting client relationships.
Multichoice S.A
Omni-Channel Customer Consultant
03.2021
Job overview
- Maintain call centre systems and equipment, and agent database
- Assist customers via inbound calls, emails, and various social media platforms for technical support
- Maintain a positive and professional attitude with customers
- Explain customer billing information and handle account management tasks
- Analyse and provide call centre reports and upsell additional DStv products and services to customers during customer support interactions.
Education
University Overview
- National Diploma in Public Relations from Oval International College
- Matric from Kwa-Komani Comprehensive School
Skills
Miles
Fresh desk
Cisco
AutoCAD
Clarity
MS Word
MS Excel
MS PowerPoint
Outlook
Effective communication
Conflict management
Resolution Self-awareness and empathy
Active listening
Problem-solving assertiveness
Telephone etiquette
Ability to work independently and in a team environment
Excellent organizational and time-management skills
Community Engagement
Internal Communications
Excellent Writing
Crisis Management
Strong Editing
Customer Service
Problem-Solving
Decision-Making
Languages
Xhosa
English
Zulu
References
References
- MultiChoice - SA, Digital Care Team Leader, Mr. Kenneth Ramosena, 072 246 5953
- Afrizan Agency, Human Resource Assistant, Mr. Zokwe Abulele, 073 340 8844
- Wesbank, Team Leader, Mr. Kanyane Thusego, 067 683 6777
Timeline
Advanced Client Service Agent
Wesbank Fairland Campus
11.2021 - Current
Communications Assistant
Inxuba-Yethemba Municipality
Omni-Channel Customer Consultant
Multichoice S.A
03.2021
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