Salesforce
Buhle Camagu
Customer Experience Agent
Cape Town
Summary
Knowledgeable and dedicated customer service professional with extensive experience in different types of industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Customer Experience Advisor
Concentrix- DISH
09.2023 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Documented customer interactions in internal database to maintain customer service history details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- De-escalations
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Agent
Capita- DPD
10.2021 - 12.2022
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding their delivery issues and tracking parcels.
- Entered customer interaction details on sales force to track requests, document problems, and record solutions offered..
- Addressed customer account discrepancies and concerns.
- Facilitated communications through management of inbound and outbound customer calls, chats and emails.
- Contacted customers to return routine and general calls promptly.
Customer Service Representative
Merchants- Iinet
05.2021 - 10.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Troubleshooting and taking online payments
- Minimizing customer complaints and callbacks
Education
High School Diploma -
04.2001 -
Skills
Complaint Handling
CRM Software
Call Center Experience
Feedback Collection
De-Escalation Techniques
LiveChat Messaging
Salesforce CRM
Problem Resolution
Money Handling Abilities
Billing Adjustments and Refunds
Calm Under Pressure
Call Metrics
Understanding Customer Needs
Teamwork and Collaboration
Service Upselling
Product and Service Knowledge
Inbound Call Management
Computer Skills
Relationship Building
Complaint Resolution
Software
MS Office – Word, Excel, Outlook, and Powerpoint
AWS
Contactable References
Merchants- Iinet
Mr Llewellyn- +27 63 115 7823
Capita- DPD
Nozipho Limba- +27 81 090 8477
Concetrix- DISH
Luthando Cewana- +27 78 316 8133
Timeline
Customer Experience Advisor - Concentrix- DISH
09.2023 - Current
Customer Service Agent - Capita- DPD
10.2021 - 12.2022
Customer Service Representative - Merchants- Iinet
05.2021 - 10.2021
Cape Academy Of Mathematics,Science And Technology - High School Diploma,
04.2001 -