Nokuthula Gxagxisa
Johannesburg
Summary
Experienced in customer care and bring 12+ years of applying exceptional customer service, experience, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
Work History
Inbound Customer Care Consultant
Connect Financial Solutions
Johannesburg
06.2015 - Current
- Manage incoming calls with an average call time of 5 minutes, providing a customer resolution rate of 90%Assist customers with processing payment plans and methods
- Handle customers information as POPIA Act
- Process changes: updating address, contact details bank or beneficiary details
- Amend arrangements made and debit orders
- Log inquiries
- Query resolution through SAP CRM
- Assist customers with sales by using persuasive selling techniques to make a sale and upsell to existing customers
- Manage administration/follow up on queries
- Manage incoming calls with an average call time of 5 minutes, providing a customer resolution rate of 90%
- Listen actively to understand customers' requirements and preferences to offer tailored solutions
- Assist customers with processing refunds
- Secured payments from delinquent accounts
- Achieved weekly collections goals by upselling services to customers
- Compile daily sales, admin and collections report
- Process settlement letters, statements and
- Provide polite and professional service to customers
- Investigate the customers query or complaint in line with the policy
- Relationship Management to restore rapport
- Exceeded customer satisfaction targets through developing rapport with customers while actively finding solutions to fit identified payment schedules.
Outbound Consultant
JD Group
Johannesburg
05.2012 - 05.2015
- Process changes, updating address, contact details, bank or beneficiary details
- Assist with restructuring customer's accounts
- Make calls approximately 30 in an hour
- Collect on outstanding balances and arrears
- Assist customer's daily, providing successful solutions in a polite manner using active listening to ensure customer retention
- Provide debt relief to clients with installments which can no longer be paid
- Apply the standards set out in all legislation, policy and procedure that affect the customer
- Assist with sales and process payment plans and methods
- Increase sales revenue and customer retention rate
- Outbound calls to prospects or customers
- Provide customers with an effortless self-service experience knowledge to better assist customers
- Conduct outbound calls to prospective clients
- Working with weekly KPIs and targets.
Education
High School Diploma -
Corronationville Secondary School
Gauteng, Johannesburg 01.2008 - 12.2008
Skills
Customer service
Microsoft Outlook
Communication skills
Multi-tasking
Accountable
Adaptability
Follow instructions and procedures
Excellent conflict resolution skills
Certification
Airline Cabin Crew Service
References
- Tsholofelo Matladi, Manager, 081 708 0975
- Banele Mthembu, Team Leader, 071 887 0446
Languages
English
Bilingual or Proficient (C2)
Xhosa
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Inbound Customer Care Consultant
Connect Financial Solutions
06.2015 - Current
Outbound Consultant
JD Group
05.2012 - 05.2015
High School Diploma -
Corronationville Secondary School
01.2008 - 12.2008