Nqobile Mabe

Handling inbound calls related to customers mobile and internet services.

Upselling on services such as mobile and plans

Applying soft skills by building a connection with the customer.

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Managed real-time inbound call traffic across the call centre .
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
• Prepared and maintained weekly reports.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

• Built strong customer relationships with empathetic communication and active listening skills.
• Managed time effectively between outbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
• Maintained high call quality standards by adhering to company guidelines and protocols.
• Selling of insurance both short and long term