Judith Moira Joseph

• Handled customer complaints effectively to improve satisfaction ratings.
• Resolved customer service enquiries with speed and accuracy.
• Enhanced customer satisfaction by promptly resolving service issues.
• Assisted users by resetting passwords to regain access to their accounts.
• Keeping customers up to date with their queries
• Built rapport with customers through courteous and professional communications.

Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.

• Managing and supporting service desk tickets from the moment they are reported until they are resolved
• Ticket life management.
• Call centre agent: Logging calls telephonically.
• Processed and released emails to ensure timely communication with customers.
• Logging calls with third parties

Conducted quality assessments to ensure customer service standards were met.

• Quality management weekly and monthly reports for each agent.
• Training and development. Ensure that the agents are in line with processes within the IOCO environment.

Delivered skill soft training sessions to enhance team capabilities and knowledge.

• Conducted one-on-one sessions to provide personalised support and guidance to team members..
• Provided training on telephone etiquette to enhance customer interactions..
• NOC Centre agent: Monitoring of networks
• The log of third-party vendors' calls. Follow up with the customer before closing the call.

• Compiled statistical data on technician workload
• Executed the process of loading new users into the system
• Sending out reports

• Increased customer satisfaction by offering friendly, helpful and informative customer service.
• Handled and quickly resolved customer issues regarding product sales and customer service problems.
• Remained calm under pressure to handle customer complaints and solve problems.
• Conducted interviews to gather data for statistical analysis.
• Collected and organised data from multiple sources to maintain accurate records.

• Selling of stamps, savings bank
• Resolved customer complaints, ensuring satisfaction and service continuity
• Customer service: Recovering of lost parcels
• Supervised counter and sorting section operations, ensuring accurate counting of volumes
• Certifying documents
• Tellebank, switchboard
• Managed stock valued at R80,000