Experience

ECN

• Telecommunications
• 1 - 100 Employee

• Customer Service Consultant

  • Mar 2015 - Present

   Non-routing reporting: Reporting on clients that are not routing through our network. Contacting clients for information as to what the issue could be (technical /commercial). Ensuring the client is brought back onto the network either by the relevant Technical department fixing the issue or the Commercial department contacting the client to resolve any issues. Logging tickets onto the SAP system for all low and non-routing issues that are deemed to be technical. Closing off tickets on SAP: After faults are confirmed repaired, courtesy calls to clients to be made in order to bring down SAP ticketing stands and to build customer trend reports. Data capturing of client details and solution requirements. Ad-hoc reporting to be done for both internal staff as well as clients. Assisting internal staff and management with client queries. Assisting with switchboard duties when nobody is available. Special investigations: Ensure all multiple tickets logged per site are investigated and logged for special investigation with the relevant parties for trend analysis and information gathering purposes. Low Routing and Top low routing reporting: Reporting on clients that are low routing through our network. Contacting clients, service providers, dealer and dealer managers for information as to what the issue could be (technical/commercial). Ensuring the clients minutes are brought back up either through technical support or the commercial department contacting the client to resolve any issues. Temporary LTE collection and upselling SAP Tickets – reporting requests or logging tickets on behalf of the clients if there are any technical issues. TMS access creation TMS extension report loading TMS reporting requests TMS training (telephonic for national and site training for Gauteng region if required)



Webhelp South Africa for Vodafone UK

• Call centre agent (customer care)

  • Aug 2014 - Feb 2015

   Provide service to customers through excellent product knowledge – specialised one-stop philosophical approach to our mostly UK –based customers Receive and analyse requests for support, determine the most appropriate solution and implement accordingly Implication of changes to products or services are identified and communicated to all concerned Ensure continuous Customer retention including follow-up courtesy calls to monitor Customer needs satisfaction levels Because our clients are Vodafone users, ensure that we understand products and services in various countries globally and respective legislative and compliant implications Offer alternative recommendations for improvement to customer service



Vodacom

• Call centre agent (customer care)

  • Apr 2013 - Mar 2014

   Provide service to customers through excellent product knowledge – specialised one-stop shop philosophy to our customers. Receive and analyse requests for support, determine the most appropriate solution and implement accordingly. Handle customer queries both telephonically and by e-mail. Implication of changes to products or services are identified and communicated to all concerned. Ensure continuous Customer retention including follow-up courtesy calls to monitor Customer needs and satisfaction levels. Manage and resolve customer complaints. Keeping the customer informed of progress concerning problems raised. Communicate recommendation for improvement to customer service Identify and escalate priority issues. Maintain customer relations while resolving customer queries or problems. Responding to customer queries through display of product/service knowledge.