NTOKOZO GEYANE
Customer Service Represantive.
Watervalspruit
Summary
To enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
10bet South Africa
JOHANNESBURG
04.2024 - Current
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
LOTTOSTAR (PTY) LTD
JOHANNESBURG
10.2022 - 03.2024
- Conducted training sessions for new hires, ensuring a consistent level of service across the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Answering calls and assisting players effectively
- Attending chats and assisting customers effectively.
- Handling customer queries and escalating them to the relevant department.
- Making follow-ups on customer queries and making sure that , they are resolved.
- Processing of withdrawals.
- Processing of deposits (banking).
- Processing of FICA documents
- Handling of big deposits in compliance with FICA regulations
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Collaborated with the product team to communicate customer feedback, resulting in product enhancements.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time, and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Center Agent
LottoStar
01.2022 - 03.2024
- Customer Relationship Management, betting assistance and Guidance, Compliance and Responsible Gambling
- Educating player's on new games introduced.
- Answering calls and assisting players effectively
- Attending chats and assisting customers effectively
- Handling customer queries and escalating them to the relevant department q Making follow-ups on customer queries and making sure that they are resolved.
- Processing of withdrawals.
- Processing of deposits (banking and Processing of FICA documents).
Call Center Agent
Merchants Dimensions Data
01.2021 - 01.2022
- Offer customer service as a customer care call center agent.
- Manage customer accounts for the Vodapay Campaign.
- Deal decisively with customer queries by following all possible troubleshooting steps.
- Advising customers on the benefits of the Vodapay app and also helping customers with how to navigate and use the Vodapay app.
- Assist customers to freeze and/orbe able to access their accounts if they get blocked for various reasons.
- Offer assistance through calls and onlineto customers.
Backend Manager
Supabets Gaming Group
12.2013 - 06.2014
- Support and queries.
- Implemented robust security measures to protect sensitive data from unauthorized access or breaches.
- Enabling or disabling password payouts and cancellations.
- Creating new cashier accounts and web admin accounts.
- Agent top-ups, Sparkle Pay, withdrawals, quick teller withdrawals, and queries for error transactions.
- Resulting in checking tickets for queries, checking results, and running tickets.
- Assigning new vouchers for the shop. Deactivating damaged vouchers, pins, and lotto tickets.
- Resulting in checking tickets for queries, checking results, and running tickets.
- Buybacks. Sending EFT to finance.
- Updating bet codes for sports and markets for lotto.
Education
National Senior Certificate/Matric - Grade 12
Mogome Secondary School
Johannesburg12.2006
Skills
Quick Learner (Adaptability)
Excellent Customer Services
Effective time Management and Interpersonal Skills
Ability to work individually and as a Team
Strong Computer Literacy (Ms Office)
Highly organized and Efficient
Problem-solving
Product knowledge
undefinedReferences
- Sipho, Khumalo, Supervisor, 074 296 1596, LottoStar
- Boitumelo, Sekgele, Team Leader, 065 852 4110, Vodacom Prepaid
Disclaimer
I hereby declare that the information provided above is accurate and true, therefore I give consent for all the necessary background checks.
About me.
I am confident that I have knowledge and skill to professionally fulfill the position as required by the organization. I am eager to enhance and refine my personal development within the organization, and take on the challenges that lie ahead. To secure employment and a responsible career opportunity with your reputable company where I can fully utilize my skills, expand my learning and knowledge while making a significant contribution to the success of the company. I am a ,very goal-oriented person, ensuring that each task given to me is carried out with perfection and professionalism. You will find me to be well-spoken, energetic and ambitious. I have firm background in communication skills, customer and basic computer literacy.
Music collector
I am huge lover of music and I still collect hard copies of CDs and LPs.
Timeline
Customer Service Representative
10bet South Africa
04.2024 - Current
Customer Service Representative
LOTTOSTAR (PTY) LTD
10.2022 - 03.2024
Call Center Agent
LottoStar
01.2022 - 03.2024
Call Center Agent
Merchants Dimensions Data
01.2021 - 01.2022
Backend Manager
Supabets Gaming Group
12.2013 - 06.2014
National Senior Certificate/Matric - Grade 12
Mogome Secondary School
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