Boitshoko Mokwena
Pretoria
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and remotely. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
4
4
years of professional experience
1
1
Language
Work History
Retention Customer Service Representative
Hastings Direct
South Africa
04.2021 - Current
- Answer average of 100 calls per day in high-volume call center environment.
- Resolve customer complaints and ensure calls are handled in professional and prompt manner.
- By retaining customers that call in to cancel their existing risks and/or policies, where it is possible to retain customers
- Providing AWESOME SERVICE to existing customers (or policy holders as they’re also known) based in United Kingdom and ensuring we’re meeting their expectations.
- Meeting Customers’ fair and reasonable expectations, providing fair outcomes in all interactions
- Sharing knowledge with our customers and maintain effective customer service by developing positive relationship, ensuing customer satisfaction and loyalty.
- Contributed to company's highest quarterly customer satisfaction rate of 92%.
- Consistently earned “above average” or “excellent” on-call quality evaluations.
- Enhanced productivity levels by anticipating needs and delivering outstanding support
Customer Service Consultant
Clientele Life
South Africa
01.2020 - 11.2020
- Customer service, tracking customers orders using sap retail and CRM system, emailing customers and suppliers, do follow up with suppliers, booking repairs with suppliers and do returns.
- Establish relationships with new customers
- Maintain and grow relationships with existing customers
- Strive to improve customer satisfaction through excellent customer service
- Identify and respond to client needs
- Keep high level of knowledge about existing products and services, and learn about new products and services as they come.
- Anticipate needs of clients and address them accordingly
- Meet with customers to determine their specific needs and wants, making suggestions as appropriate
- Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
- Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Completed Number outbound follow-up calls each day to qualified prospects interested in Type offerings.
- Audited documentation to identify errors and documented findings for review and action.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
Education
High School Diploma -
Mabopane Secondary School
South AfricaSkills
Remote workingundefined
Languages
English
Bilingual or Proficient (C2)
Timeline
Retention Customer Service Representative
Hastings Direct
04.2021 - Current
Customer Service Consultant
Clientele Life
01.2020 - 11.2020
High School Diploma -
Mabopane Secondary School
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