JASON WOLHUTER
Cape Town
Summary
Enthusiastic Customer Service Manager with strong focus on enhancing customer satisfaction and loyalty. Proficient in leading teams, resolving complex issues, and implementing process improvements to drive customer retention. Excellent communication and problem-solving skills, combined with commitment to delivering high-quality service.
Overview
2
2
Languages
15
15
years of professional experience
Work History
Customer service manager
Passive house
01.2025 - Current
- Resolved customer questions and complaints to improve satisfaction and retention.
- Executed service activities to uphold customer satisfaction and loyalty.
- Supervised team members during daily operations to optimise workflow and enhance service delivery.
- Developing programs and procedures to enhance productivity and performance.
Operational Manager and Team Leader
WNS Global Services SA
Milnerton, Cape Town
01.2022 - 01.2025
- Developing programs and procedures to enhance productivity and performance.
- Coordinated team meetings to align tasks and tackle challenges collaboratively.
- Supported service operations by engaging with customers to address their needs and ensure smooth interactions.
- Resolved customer inquiries and complaints to enhance satisfaction and service quality.
Customer Service Team Leader
CAPITA
Maitland, Cape Town
01.2019 - 01.2022
- Drove achievement of KPI targets through daily performance tracking.
- Facilitated coaching sessions to develop team skills and improve service delivery.
- Managed customer service escalations to resolve issues efficiently.
- Managed staff and team to maintain high morale and productivity.
Customer Service Manager
iiNet
Salt River, Cape Town
01.2012 - 01.2019
- Monitored KPI targets to maintain high standards of customer service
- Implemented established escalation procedures to effectively resolve customer issues
- Led training sessions to enhance staff skills and performance
- Authorisation of credits and refunds
- Enhanced brand image through consistent exemplary behaviour and professional presentation
Education
Diploma of Higher Education - Advertising
Voortrekker High
Cape Town, WC01-2013
Skills
- CX management
- Call Centre Operations
- Customer Escalation Management
- Complaint Resolution
- Quality Assurance (QA)
- KPI & Performance Management
- Performance Management
- Process Improvement
- Data analysis
- Root Cause Analysis
- Workflow & Queue Management
- Ticket & Queue Management
- Workforce management
- Operational Management
- Quality compliance
- Policy implementation
- Team leadership
- Staff coaching
- Agent coaching
- Training & Development
- Performance reporting
- Conflict Resolution
- Customer Retention
- Communication & Negotiation
- Employee Engagement
- Problem Solving
- Quality compliance
- Policy implementation
Language
English
Proficient
C2
Afrikaans
Advanced
C1
Custom
- English
- Afrikaans
Timeline
Customer service manager
Passive house
01.2025 - Current
Operational Manager and Team Leader
WNS Global Services SA
01.2022 - 01.2025
Customer Service Team Leader
CAPITA
01.2019 - 01.2022
Customer Service Manager
iiNet
01.2012 - 01.2019
Diploma of Higher Education - Advertising
Voortrekker High