Tintswalo Chelsea Maluleke

Customer Service Consultant

Absa

10.2021 - Current

Handled high call volumes while maintaining a courteous and professional demeanor.
Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
Communicated with management about trends in customer calls to help team efficiency and success.
Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
Gained in-depth understanding of company products, systems and policies to give customers expert support.
Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
Collaborated with team members to share best practices and improve overall performance within the department.
Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their
Assist clients with digital adption by education them about the banking app also internet banking for their daily banking
Educate client about the products along with its rates and fees which the bank is able to offer