Nonhlanhla Mbele

Sharper Image

• Taking Inbound calls and assisting customers with purchasing items on the Sharper image website .
• Assisting customers with cancelling orders .
• Updating customers billing Addresses and updating their profiles online.
• Assisting customers with troubleshooting items they had purchased or unable to use.
• Confirming order arrival dates with FedEx on When orders will be delivered
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Smile Direct Club

• Taking Inbound calls in scheduling dentist appointments for customers who would like to see the Dentist
• Updating customers billing addresses
• Assisting customers purchasing the Smile Kit
• Answering customers queries regarding Aligners and Retainers.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

NBC -Ezlinks

• Taking Inbound calls for customers who are interested in booking Tee Times for playing Golf
• Answering customers calls about golf course conditions or any information regarding Golf.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Participated in training programs to enhance product knowledge and customer service skills.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.