Rekhotsofetse Ncholu

• Offer first call resolution support to clients via telephone, WhatsApp, and and e-mail.
• Assist walk-in clients where applicable.
• Screen incoming calls, redirecting them to the correct departments, and recording as well as
• passing on clear messages when required.
• Log requests through a ticketing system, and update ticket status daily.
• Attempt to resolve the issue permanently on first call and on the same day, including following up
• and providing regular (minimum hourly, and no less than daily) feedback to customers.
• Regularly check Microsoft Teams and QContact for notices requiring callbacks.
Gather information through analytical trouble shooting or problem research to determine the
nature of faults
• Make use of troubleshooting tools such as tracert, ping, bandwidth test and RouteThis.
• Where the call can’t be resolved, escalate the call timeous to the correct person or team (either
Tier 2 Agent or Team Leader/Team Captain or Technical, NOC or distribution teams).
• Identify trends with incoming calls, issues and support requests, and escalate them to the Team
Captain or Team Leader immediately.

• Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.

• Always greeted customers with smile, discussed specials, and took orders.
• Maintained clean and welcoming dining environment, ensuring positive guest experience.
• Kept server areas clean to increase efficiency while working tables.
• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.

Increased customer interest by conducting engaging product demonstrations and providing detailed information on features and benefits.

• Identified interest in customers by allowing customers to indulge in flavour of Captain Morgan Spiced Gold mixed with choice of three different mixers.
• Awarded customers who purchased any Captain Morgan products with great prizes such as power-banks, T-shirts, earphones and many more.