Thuliswa Christina Monakali

customer care conusultant

• Customer Facing environment.
  ● NMS Insurance Services FAIS Representative – Selling and activation of Long term and short term insurance. Process claims relating to theft and damage.
  ● Promote subscription and selling of DSTV products to existing and
  prospective customers.
  ● Advising customers on suitable product packages or better
  payment options.
  ● New account activation and scheduling DSTV installation appointments
  with accredited vendors.
  ● Taking payments, maintaining account reconciliation and financial
  accounts by processing adjustments.
  ● Perform technical troubleshooting functions on DSTV decoders and
  hardware.
  ● Processing credit application for DSTV product contracts.
  ● Product and service problems by clarifying the customer's complaint.
  ● Investigate and solve customer queries and complaint relating to product
  or services timeously and escalate to relevant departments.
  ● Providing feedback to customers once queries are resolved, and
  scheduling with team member to follow up on queries when off.
  ● Record keeping – leaving detailed notes on every account after

2IC part time

Oversee team when supervisor absent
● Assisting in managing customer flow and queues through Qmatic
● Assisting in Managing customer waiting time and services levels
● Customer feedback – Contacting customers that rate agents low to
improve customer experience.
● Resolving customer complaint - Speaking to Irate customers and solving
queries escalated to management.
● Appointment management through Qmatic
● Ensuring agents dropped/banked accurate amounts captured at the end
of shift.
● Driving and motivating team to reach KPI Performance

Sales consultant current position

customer engagement
-greet customers warmly, create friendly and welcoming environment
-engage customers in conversation to understand their needs, preferences and challenges
dstv assistance
-provide detailed information about dstv services, packages and current promotions
-assist customer with technical issues, decoder set up and trouble shooting
insurance sales
-introduce and explain insurance products offered by mulitichoice, highlight benefits, coverage and features of the product
- use effective sales techniques to persuade customers to purchase insurance policies
Cross- selling and upselling
- identify opportunities to cross sell additional dstv services or upsell enhanced insurance coverage
- tailor product recomendations based on customers needs and preferences.
Customer Education
- educate customers about the importance of insurance coverage and how it compliments their entertainment services
-clarify insurance term. conditions, and any associated fees