William Thabane

Training new in takes

Taking escalation on floor

Listening to calls giving feedback to agents

Resolving daily queries

Set key performance indicators for agents according to KPI

• Leading and managing a team of +_13 agents
• Total manage the post paid team with emphasis
• Provide coaching and feedback
• Total performance management .

Vodacom post postpaid

Dealing sim swap

Assisting customer with roaming

Assisting customer with itemize billing,invoice,statement

Assisting customer activating and deactivating VAS

Assist customer by setting up emails on phones, laptop and PC.

Assist with routers and modem connections issues using icap, siebel and morpheus

Vodacom prepaid

Dealing with sim swaps

Dealing with power hours,roaming,my five

Dealing recharge problems

Dealing with cannot make calls or cannot received queries

Making booking flights using voyager miles

Booking star alliances partner airlines

Assisting customers with departure time and arrival time

Assisting customer with sit and meal request

Advising customer with baggage allowances