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 workingComplaint resolutionMS Office and CRMMultiline phone etiquetteCommunicationAttention to detail
Complaint resolution
Complaint resolution
Sales expertise
International sales support
Administrative support
CRM
Technical Support
Creative problem solving
Report preparation
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