Riba Rose
Call Center Agent
Hammanskraal
Summary
Experienced professional with a strong customer service and communication background. Efficiently resolves issues and maintains high levels of customer satisfaction. Collaborative team player focused on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and utilizing CRM software. Eager to continue learning and growing in a customer service environment. Contributes to team success by quickly adapting to new systems and processes and efficiently managing customer interactions. Ready to utilize and further develop problem-solving and multitasking abilities in any role.
Overview
11
11
years of professional experience
6040
6040
years of post-secondary education
4
4
Languages
Work History
Call Center Agent
City Of Tshwane Municipality
07.2015 - Current
- To receive and assess customers enquiry
- To record completed enquiries from the client as ‘Contacts’ recording and uncompleted tasks as ‘Notifications’ with relevant text. Logging the uncompleted enquiries to the correct back office department
- Provide excellent service at all times taking into account Batho Pele Principles
- Verification of customer’s details and updating addresses & contact details
- Attend to calls, faxes and e-mails received from the clients
- Escalate unattended notifications to the Supervisors
- Maintain accurate records of customer documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Addressed customer account discrepancies and concerns.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Educated customers about billing, payment processing and support policies and procedures.
Customer care consultant (Intern)
City of Tshwane Municipality
09.2013 - Current
- Switchboard
- To receive calls and transfer to the relevant department
- To give numbers for the respective department requested by customers
- Customer care call centre
- To receive and assess customers enquiry
- To record completed enquiries from the client as ‘Contacts’ recording and uncompleted tasks as ‘Notifications’ with relevant text
- Logging the uncompleted enquiries to the correct back office department
- To capture meter readings
- Provide excellent service at all times taking into account Batho Pele Principles
- Verification of customer’s details and updating addresses & contact details
- Attend to calls, faxes and e-mails received from the clients
- Escalate unattended notifications to the Supervisors
- Training Received: SAP & SAP CRM Training
- Roles profiled to do: Service delivery notification Creator, Business Partner Maintainer, Contact Account Maintainer, Enquiry Handler, Meter Reading Processor, Notification Creator, Move ins and outs
Education
Grade 12 - Physical Sciences
Tipfuxeni Secondary
Hammanskraal, South Africa 04.2001 - 01.2008
FET certificate - Contact centre Operations
Digicall Learning Academy
Pretoria, South Africa12-2013
Electrical Engineering - Computer systems
Tshwane University of Technology
Pretoria, South AfricaCall Centre certificate -
Odyssey College
Pretoria, South Africa07-2009
Skills
Problem-solving skills
Customer communications
Call center operations
Multitasking Abilities
Gathering information
CRM software
Account updating
Microsoft office
Inbound call recept
Computer skills
Teamwork and collaboration
Customer education
Personal Information
- Health Status: Good
- Criminal Record: None
- Date of Birth: 11/28/90
- Gender: Female
- Nationality: South African
- Marital Status: Single
Timeline
Call Center Agent
City Of Tshwane Municipality
07.2015 - Current
Customer care consultant (Intern)
City of Tshwane Municipality
09.2013 - Current
Grade 12 - Physical Sciences
Tipfuxeni Secondary
04.2001 - 01.2008
FET certificate - Contact centre Operations
Digicall Learning Academy
Electrical Engineering - Computer systems
Tshwane University of Technology
Call Centre certificate -
Odyssey College
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