Avina Cloete-Mosethe

• Proactively communicate all live-order-related exceptions to the customer. (Phone call or WhatsApp). These matters could be system related, store related, logistics related, operations related etc.
• Communicate professionally effectively & efficiently to all stakeholders
• Communicate operational concerns to stakeholders and resolve the root-cause of exceptions.
• Respond to queries, complaints and escalations ensuring they are resolved timeous and effectively managing workflow.
• Communicate promotions, Operational matters etc. to stores when needed.
• Manage all operational shortcomings for assigned stores on WhatsApp & Unicorn.
• Removal of faulty devices in assigned stores when a Helix ticket has been provided.
• Assist with enrollment of new devices for stores.

• Cultivated strong relationships with key stakeholders for mutual benefits and long-term collaborations.
• Upheld governance standards by monitoring control environment to mitigate risks.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Handled customer queries focused on first-call resolution.
• Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
• Enhanced customer satisfaction by promptly addressing and resolving complaints.
• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Followed up customer queries to check provided solutions met expectations.
• Resolved conflicts in a respectful manner, promoting a positive image of the company.
• Provided technical support for customer issues, demonstrating problem-solving skills.
• Achieved daily performance targets, aiding department progression towards sales goals.
• Used in-depth product understanding to answer customer questions knowledgeably.
• Streamlined communication with customers to understand needs better.

• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Used Microsoft Word and other software tools to create documents and other communications.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• · Deliver timely, accurate and professional customer service.
• · Resolve product or service problems by utilising your listening skills to clarify our customer's query; assess any service failure to identify the root-cause and take appropriate action.

· Communicate with our customers via phone, email and chat.

· Utilize a variety of software tools to navigate to a resolution.

· Liaise between internal departments to solve our customer queries.

Take ownership of our customers and ensure their needs are met in accordance with being Africa’s most customer-centric company.

• Maintained excellent attendance record, consistently arriving to work on time.
• Maintained energy and enthusiasm in fast-paced environment.
• Prepared variety of different written communications, reports and documents.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Worked flexible hours across night, weekend and holiday shifts.
• Identified issues, analyzed information and provided solutions to problems.
• Worked with customers to understand needs and provide excellent service.
• Used coordination and planning skills to achieve results according to schedule.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Developed and maintained courteous and effective working relationships.
• Improved operations through consistent hard work and dedication.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.