BLESSING EKWE
Cape Town
Summary
Skilled Sales and Customer Support Specialist with a solid track record in efficient operations management. Exceptionally proficient in understanding and fulfilling the needs of customers and team members. Committed to personal growth to deliver beyond expectations. Expert at managing high-pressure situations, meeting deadlines, and remaining within budget. Eager to contribute these skills to the dynamic team.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
OttoMatey
02.2024 - Current
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped streamline repair processes and update procedures for support action consistency.
- Updated account information to maintain customer records.
- Maintained and managed customer files and databases.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Provided primary customer support to internal and external customers.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Worked closely with sales representatives to ensure seamless handoff of potential leads from support interactions.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
CUSTOMER SERVICE REPRESENTATIVE
MWRLife
12.2022 - 9 2023
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support
- Processed refunds, exchanges and service requests for customers
- Referred customers to team leaders and expert advisers for complex inquiries
- Trained and mentored customer service team in service standards, loyalty programs and sales techniques
- Navigated customer support channels to resolve diverse customer queries within target timeframes
- Followed up on customer issues, reaching out to verify satisfaction beyond initial communication
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Addressed customer service inquiries quickly and accurately
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Built rapport with customers through courteous and professional communications
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat
- Stayed current on policies, procedures and standards to offer optimal support
- Monitored email to promptly collect and respond to complaints
- Coordinated referrals and escalations to obtain specialized support.
SALES REPRESENTATIVE
Yonoh (PTY) LTD
07.2021 - 10.2022
- Maintained comprehensive brand and product knowledge to maximize sales opportunities and meet set targets
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products
- Negotiated customer pricing within agreed guidelines to achieve margin targets
- Approached customers with consultative mentality to uncover and meet specific requirements
- Demonstrated strong communication and time management skills to meet and exceeded sales targets
- Helped guests obtain specialized support for product, service and payment issues
- Shared new products and promotions with customer to encourage sales
- Set up temporary sales structures at markets to attract new customers
- Met sales targets through proactive promotion and excellent customer service
- Advised customers on product range, price, delivery, warranties and product use
- Handled customer returns, refunds and exchanges at customer service desk
- Gained extensive knowledge of product inventory to aid customers with merchandise inquiries
- Boosted client retention, establishing sales goals and securing targeted rates
- Maintained productive relationships with existing customers through exceptional follow-up after sales
- Cold-called prospective customers to build relationships
- Shared comprehensive brand and product knowledge to maximize sales
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications
- Negotiated and closed deals with minimal required support from sales and finance managers.
Education
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT -
Management College of Southern Africa, Cape Town
BACHELOR OF ARTS IN ENGLISH - undefined
Covenant University, Ota, Nigeria
Skills
After-sales supportundefined
Timeline
Customer Support Specialist
OttoMatey
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
MWRLife
12.2022 - 9 2023
SALES REPRESENTATIVE
Yonoh (PTY) LTD
07.2021 - 10.2022
POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT -
Management College of Southern Africa, Cape Town
BACHELOR OF ARTS IN ENGLISH - undefined
Covenant University, Ota, Nigeria
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