Princess Moile
Customer Service Agent
Soweto,Johannesburg
Summary
Customer Service Agent | Call Centre agent
PROFESSIONAL SUMMARY
I have the ability of directing and enhancing administrative procedures and supply full support to ensure delivery of excellent customer service.I have an excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements, currently looking to use my Billing, Customer Service, technical and administration experience to occupy Call Center or Customer Service positions.
Overview
3
3
years of professional experience
Work History
Control Room Operator
Cartrack
Johannesburg
11.2022 - Current
- Responded immediately to emergency situations and implemented proper procedures to minimize impacts
- Operating in a 24hr based emergency control room for the recovery of stolen and hijacked vehicles.
- Answer incoming calls and assist clients with checking the location of their vehicles, and testing of their tracking units are still in good condition.
- Ensuring that clients are called to be notified of the emergency alerts which we receive from their vehicles, escalate to the recovery team when necessary.
Customer Service Agent
Merchants SA(Rain)
Johannesburg
08.2020 - 10.2022
- Arrange for the collection of 5G CPE routers from the customer, followed up on customer's order and delivery
- Troubleshoot network issues to activate new customers sim cards and configured APN settings by logging into the interface to help customers with connection
- Facilitate customer's refunds as the Standard Operating Procedures and internal control policies
- Requests for customer to be credited with data as per payments made
- Handle incoming sales and technical enquiries from various clients, resolved or escalated to supervisors timeously for superior customer satisfaction
- Created invoice inquiries and worked with Zendesk Ticketing System to log interactions and escalate enquiries.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Resolved customer’s issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Customer Service Agent
Merchants SA(Vodacom)
Johannesburg
03.2020 - 07.2020
- Worked for Vodacom Customer Service and resolved customers queries through various systems, escalated queries to different departments within the business
- Improved customer service experience by responding to issues raised through customer feedback and displayed desired behaviors accordingly
- Maintained a target of 85% and an NPS score of 95
- Effectively communicated with customers about account changes, products or services and potential upgrades.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted available products and services to customers during service, account management and order calls.
Education
National Senior Certificate, Matric - undefined
Willow Crescent Secondary School
01.2011 - 1 2015
Skills
Exceptional customer service
Timeline
Control Room Operator
Cartrack
11.2022 - Current
Customer Service Agent
Merchants SA(Rain)
08.2020 - 10.2022
Customer Service Agent
Merchants SA(Vodacom)
03.2020 - 07.2020
National Senior Certificate, Matric - undefined
Willow Crescent Secondary School
01.2011 - 1 2015
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