Kwanele Ngobese

• Answer inbound customer calls and assist with account-related queries in a high-volume contact centre environment.
• Resolve customer issues efficiently while maintaining First Call Resolution (FCR) targets of 90%.
• Adhere to service-level agreements by answering calls within required response times.
• Handle escalations and provide professional problem resolution.
• Assist customers with package changes, account services, and product information.
• Educate customers on Vodacom self-service platforms and digital support options.
• Identify customer needs and contribute to sales and upselling opportunities.
• Maintain professional communication and accurate system logging while working within performance targets and schedules.

• Adhere to service-level agreements by answering calls within required response times.
• Handle escalations and provide professional problem resolution.
• Escalated complex customer inquiries to team leaders for expert resolution, ensuring timely follow-up.
• Maintain professional communication and accurate system logging while working within performance targets and schedules.
• Entered customer information into the system to maintain updated and reliable records.

• Created engaging, high-quality content tailored for diverse social media platforms, enhancing audience interaction.
• Designed graphics, shot videos, wrote captions, and created engaging posts.
• Engagement & Community Building - Interacting with followers through comments, messages, and live sessions.
• Brand Storytelling - Crafting a unique brand voice and visual identity through content.
• Platform Management - Posting content on platforms like Instagram, TikTok, Facebook, LinkedIn, and YouTube.
• Trend Research - Staying updated with social media trends, viral content, and audience preferences.
• Analytics & Performance Tracking - Monitoring engagement, reach, and growth to refine content strategy.
• Collaboration - Working with influencers, brands, or team members to create content

• Sold products and services, contributing to overall sales targets.
• Negotiating and Closing Deals - Handling objections, offering solutions, and finalising sales.
• Presenting Products or Services - Explaining features and benefits to persuade customers.
• Identified potential customers through targeted outreach and engagement.
• Built relationships with clients, establishing trust and understanding their unique needs.
• Following Up - Ensuring customer satisfaction and encouraging repeat business

• Managed and grew brand presence on Instagram, Facebook, Twitter, LinkedIn, and TikTok, enhancing overall visibility.
• Advertising & Promotions - Running paid campaigns to boost visibility and sales.
• Created and posted engaging content including posts, images, and videos to attract and retain audience interest.
• Strategy & Planning - Developing content calendars and marketing strategies to increase reach.
• Analytics & Reporting - Tracking engagement, reach, and performance to optimize content.
• Engaged with community by responding to comments and messages, fostering relationships with followers.
• Brand Reputation Management - Monitoring online mentions and handling customer feedback