Tshifhiwa Irvin Manwata
Call Centre Agent
Johannesburg ,Gauteng
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Organized Call Center Agent offering over 2-years career in customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Call Centre Agent
Carecall Retail And Distribution Services
Midrand
12.2021 - Current
- Maintained contact with customers to request referrals.
- Attended training to stay up to date with new products and service offerings.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
Call Centre Agent
Gauteng Office of the Premier
Johannesburg
04.2020 - 06.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Gathered, organized and input information into digital database.
Call Centre Agent
Harambee Academy NPC, Vodacom
Johannesburg
09.2019 - 03.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
National Senior Certificate (Matric) - undefined
George Mbulaheni Secondary School
Skills
Basic computer skills
Proficiency with CRM software
Attention to detail
Problem-solving skills
Gathering information
Answering questions
Professional communication
Greeting customers
Multitasking Abilities
Teamwork and Collaboration
Analytical and Critical Thinking
Dependable and Responsible
Interpersonal Communication
Accomplishments
- Achieved Monthly Top Performer Award for FCR and NPS by resolving and providing exclusive customer service.
Timeline
Call Centre Agent
Carecall Retail And Distribution Services
12.2021 - Current
Call Centre Agent
Gauteng Office of the Premier
04.2020 - 06.2021
Call Centre Agent
Harambee Academy NPC, Vodacom
09.2019 - 03.2020
National Senior Certificate (Matric) - undefined
George Mbulaheni Secondary School