Sibahle Gqola
Public Administrator
Cape Town ,Western Cape
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work History
Sales Agent
Direct Independent Brokers
Century City
10.2021 - Current
- Validate the status of insurance
- Verify with the insurer
- Update the profile
- When no insurance is available assist with the Nedbank Total Loss Cover (NTLC) Insurance
- Refer client to MFC for further inquiries if applicable
Customer Service Officer
Intercape Mainliner
Cape Town
03.2018 - 07.2020
- Offering assistance to customers to ensure they find the right product/service.
- Communicating with customers by email, phone, and face-to-face.
- Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue.
- Refer customers to senior staff when necessary.
- Provide customers with refunds.
- Creating a new feedback procedure for clients or improving upon the existing model.
- Learning about your company’s products/services and remaining up to date with any changes.
- Meeting with management to discuss possible improvements to the company’s customer service.
- Compile and consolidate monthly complaints from customer
- Identify and analyses causes of complaints from customers
- Develop mitigation measures to manage such complaints
- Identify suitable communication tool for the clients
Reservation Officer
Intercape
Cape Town
09.2011 - 02.2018
- Assisting and advising customers who may be choosing from a variety of travel options.
- Making reservations for customers based on their various requirements and budgetary allowances.
- Checking the availability of transportation on the customers’ desired travel dates.
- Helping plan travel itineraries.
- Processing payments and sending confirmation details to customers.
- Sorting out any issues that may arise with bookings or reservations.
- Selling and promoting reservation services.
- Answering any questions customers might have about the reservation process.
- Up-selling, when appropriate, by informing customers of additional services or special packages, or upgraded seats/accommodations.
- Providing support to customers who may need to amend or cancel a reservation.
Education
Matric - High School
Trafalgar High School
Cape Town 01.2005 - 11.2010
National Diploma In Public Management - Business
Cape Peninsula University of Technology
Cape Town 01.2014 - 11.2016
Bachelor's' Degree In Public Management - Business
Cape Peninsula University of Technology
Cape Town 01.2017 - 11.2017
Skills
Product demonstrations
Key relationship management
Client analysis
Closing sales
Administrative support
Business Management
Implementation
Service Delivery and innovation
Timeline
Sales Agent
Direct Independent Brokers
10.2021 - Current
Customer Service Officer
Intercape Mainliner
03.2018 - 07.2020
Bachelor's' Degree In Public Management - Business
Cape Peninsula University of Technology
01.2017 - 11.2017
National Diploma In Public Management - Business
Cape Peninsula University of Technology
01.2014 - 11.2016
Reservation Officer
Intercape
09.2011 - 02.2018
Matric - High School
Trafalgar High School
01.2005 - 11.2010