Bulelwa Jacons

Customer Service Strategy: Develop and implement strategies to improve customer satisfaction and loyalty.
Monitor and analyze customer feedback, and implement necessary improvements to services.
Manage the development of customer service policies, ensuring consistency across all communication channels.
Team Leadership: Supervise and manage the customer service team, ensuring that they are well-trained and motivated.
Conduct regular performance reviews, and provide coaching and support for team development.
Handle escalated customer complaints, and ensure timely resolutions.
Operational Management: Ensure that all customer service operations, such as ticketing, inquiries, and complaints handling, are running smoothly.
Coordinate with other departments, such as maintenance, or scheduling, to ensure a seamless passenger experience.
Implement quality control measures to track the effectiveness of the services provided.
Customer Communication: Act as a point of contact for public relations, resolving issues and concerns raised by the public.
Develop communication strategies to keep passengers informed about service disruptions, changes, or updates.
Ensure that customer inquiries (via phone, email, or in person) are addressed promptly and professionally.
Reporting and Analysis: Collect data on customer interactions, service quality, and feedback to generate reports for senior management.
Identify trends and potential problem areas in customer service to help improve processes.
Provide insights for continuous service improvement based on customer feedback.
Collaboration with Stakeholders: Work with government agencies, transport unions, and other relevant bodies to ensure compliance with regulations and policies.
Engage with marketing and communication teams to improve the agency’s public image and service offerings.
Technical Skills: Familiarity with customer service software, CRM systems, and relevant ticketing platforms.

Challenges in the Role: Public Scrutiny: Being part of a government-owned agency, PRASA’s customer service is often under public scrutiny, which requires handling complaints and issues diplomatically.
Service Disruptions: Since train services may often experience delays or maintenance issues, the Customer Services Manager must manage communications and customer expectations during disruptions.
Diversity of Passengers: Serving a large and diverse customer base means balancing different needs, from daily commuters to tourists, and dealing with various languages and cultural considerations. If you're applying for this role or considering it as a career path, these responsibilities and challenges are essential to keep in mind. It’s all about ensuring passengers are heard, their issues are resolved, and their experience is as seamless as possible.

• Customer relations
• Call center operations
• Staffing coordination
• Staff education and training
• Regulatory compliance
• Decision-making
• Conflict management
• Cash handling
• Employee scheduling
• Deadline oriented
• Policy enforcement
• Negotiation expert
• Budgeting and reporting
• Sales proficiency.
• Budgeting and finance.

• Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
• Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
• Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
• Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
• Dealing with the departmental budget.
• Internal and external communication.

• Staff deployment plan.
• Daily recording of staff.
• Daily operation readiness and compliance with safety standards.
• Reporting of daily defects at stations and on commuter trains.
• Staff meetings.
• Streamlined scheduling processes for increased staff productivity and reduced labor costs.
• Reduced safety incidents by enforcing strict adherence to regulations and company policies.
• Assisted in the recruitment process, selecting qualified candidates who contributed positively to the team dynamic.
• Stakeholder engagements.
• Participation in station improvement projects.
• Rail incident representatives.
• Making sure of compliance with RSR regulations.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Customer applications related to electricity.
• Receiving customer faults and diverting them to dispatch for the technical department.
• Delt with queries.

• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Train ticket verification.
• Customer complaints.
• Customer safety at stations.
• Reporting of station defects.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.

• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Analyzed problems and worked with teams to develop solutions.
• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Sorted and organized files, spreadsheets, and reports.
• Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
• Participated in workshops and presentations related to projects to gain knowledge.
• Prepared project presentations and reports to assist senior staff.

• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained electronic and paper filing systems for easy retrieval of information.
• Tracked office supplies and restocked low items to keep team members on-task and productive.
• Reconciled account files and produced monthly reports.
• Contributed to a positive work environment by fostering strong working relationships among colleagues.
• Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
• Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
• Optimized budget management by monitoring expenses, negotiating supplier contracts, and identifying cost-saving opportunities.
• Coordinated office maintenance and repairs, ensuring safe and pleasant working environment.
• Improved office efficiency by streamlining filing systems, ensuring documents were easily accessible.
• Developed comprehensive database for tracking employee training and certifications, contributing to compliance with industry standards.
• Maintained confidentiality of sensitive information, adhering to strict data protection policies.
• Oversaw inventory management, ensuring office supplies were adequately stocked without overordering.