Ntombozuko Vuso

• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.

• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
• Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
• Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
• Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
• Responded to customer requests for products, services, and company information.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Negotiated payment plans with customers to prevent accounts from entering collections.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Maintained comprehensive knowledge of state and federal debt collection laws, protecting the company from potential legal issues.
• Initiated contact with debtors to enquire about financial status and negotiate repayment terms.

Duties: Collecting outstanding debt on Wesbank loans and vehicle finance.

Capturing data.

Set up a debit order.

Make follow-up arrangements.