Welcome Tinyiko Mhlanga

Key responsibilities include but not limited to:

• helping customers and internal departments return products to the manufacturing department.
• Vetting SAWs and Processing approved exchanges of defective units/devices
• Maintaining customer/user satisfaction by processing promptly based on their needs while keeping company return policy and process streamlined.
• Communicate with LSPs to ensure smooth operation of credit process
• Process exchanges and arrange collection of defective products with 3PL partners
• track pending collections of defective stock until received at Samsung warehouse
• Maintain communication with Internal departments, customers, LSPs, 3PLs and other stakeholders through email and phone to keep long healthy relationships.

• Consistently exceeding customer satisfaction targets and resolving customer issues efficiently.
• Utilization of CRM software and other relevant tools to manage customer interactions and accurately track performance.
• Handling of high volume of inbound calls while maintaining a courteous and professional demeanor, including inquiries including Samsung promotions products, validation processes as well as other samsung general queries
• Providing accurate and timely information and actively listening to customer concerns to provide effective solutions
• Escalating and de-escalating situations with empathy and professionalism
• Making of outbound calls to request requested information for smooth sailing business and customer satisfaction
• Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
• Troubleshot customer issues with methodical approach, and focused on implementing relevant, actionable solutions.
• Contributed to process improvement initiatives to enhance customer experience

• Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
• Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
• Handled high inbound call volumes while maintaining a courteous and professional demeanor.
• Increased client retention through exceptional service and timely solutions to issues.
• Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.

• Enhanced client retention rates by building rapport and fostering long-term relationships with customers.
• Collaborated with team members on strategies to improve call quality and efficiency.
• Streamlined the telemarketing process, optimizing call scripts for maximum impact and results.
• Generated leads for sales teams through cold calling and targeted marketing campaigns.
• Effectively utilized CRM software to track leads, document interactions, and schedule follow-up calls as needed.