Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Work Availability
Timeline
Generic
Nokuthula Gxagxisa

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

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
swipe to browse

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

Similar Profiles

CREATE PROFILE
Nokuthula Gxagxisa