Experience

Bob Go

• South Africa
• Technology, Information and Internet
• 1 - 100 Employee

• Client Services Manager

  • Oct 2018 - Present

  Use initiative to suggest changes to uAfrica platform that will improve customer experience.Work with the Accounts Manager to co-ordinate and maintain courier audits and reconciliations.Work with each courier Account Manager to link shipments to user accounts for monthly invoicing.Help existing clients with uAfrica support queries and issues.Help new users to get familiar with the uAfrica platform.Assist new and existing users with the uAfrica suite of products.Responsible to supervise all customer services agents and ensure that queries are dealt witheffectively.Responsible to maintain uAfrica customer service platform namely Zendesk and ensure queries areup to date and dealt with in professional manner. Ensure that bad reviews are kept to a minimum.Act as second line support to uAfrica new and potential customer and couriers when first linesupport is not available.Responsible to try and identify the cause of these queries in order to obtain a long term resolutionand prevent re-occurring issues.Identify uAfrica related technical queries and escalate to the technical department if deemedrequired. Follow up on these queries in order to ensure resolution. Show less

• Client and Sales Support Administrator

  • Aug 2017 - Oct 2018

  • Help existing clients with uAfrica support queries and issues• Help new users to get familiar with the uAfrica platform• Assist new and existing users with the uAfrica suite of products• Manage all courier queries from both courier side and merchant side• Work with the Accounts Manager to co-ordinate and maintain courier audits and reconciliations• Work with each courier Account Manager to link shipments to user accounts for monthly invoicing• Answer incoming calls and transfer as and when necessary• Support the sales process by providing pre-sales support to prospective customers.• Assisting new and prospective customers in going live with uAfrica.com• Monitor customer accounts ensuring high level of custom service.• Actively strive to increase uAfrica’s customer base in order to reach the pre-defined sales targets set-out by management.• Reach out to customer leads through cold calling when required.• Complete sales reports required by management in order to measure sales performances.• Effectively work with sales team members in order to achieve set sales targets and foster a healthy sales environment. • Your sales performance will be measured against your personal sales targets as well as the sales targets set for the entire sales team. Show less



RTT

• South Africa
• Transportation/Trucking/Railroad
• 700 & Above Employee

• Customer Service Supervisor - MTN Department

  • Sep 2008 - Jun 2017

  Customer Liaison and customer care ­ Monitor that deliveries are done in conformance and without hassles. ­ Interact with customers to resolve customer queries, feedback within 24 hours of the query. ­ Escalate major problems to management and relevant MTN staff. Customer Services / Complaint Resolution ­ Assist customers in person or telephonically with all related queries, inquiries, and complaints. ­ Assist and when required escalate customer queries, relating to stolen, lost and damaged handsets for collections, etc... ­ Follow up with customers after a query have been received to ensure customer satisfaction. ­ Daily reporting ­ Complete a daily CSA for departmental deliveries and statuses of all queries... ­ Report on turnaround times for customer notification for delivery, cancelled orders, document hand over and clientele not available in conformance. ­ Perform any related CSA duty as management that is relevant to the business. Compliance and Maintenance Administration: ­ Advise customers on policies and procedures pertaining returns to ensure functional effectiveness and understanding of business. ­ Confirm with customers to determine the nature of the problem. ­ Track and monitor the movement of the returned equipment and prepare all the necessary documentation. ­ Log all queries on the database daily, for electronic tracking purposes. ­ Follow up with the relevant branches to ensure that customers’ needs have been met. ­ Perform administration duties by handling address changes etc. ­ Advice customers with damaged, faulty, lost, and stolen equipment processes to deactivate repair and replace such. Administrative Support ­ Act as point of contact for receiving customers, calls and screen and direct customers for deliveries. ­ Perform all administrative related functions within the department ­ Liaising with salespeople and reps for MTN & S BUYS collection. ­ Show less



Smollan

• IT Services and IT Consulting
• 1 - 100 Employee

• VARIOUS POSITIONS- Commerce Assistant ,Projects Administrator,Assistant Administrator

  • Oct 2005 - Sep 2008

  Department: Order Entry Position: Commerce Assistant ­ Customer Liaison and customer care ­ To accurately and correctly record information, follow through on all customer and client queries. ­ Capture orders telephonically on the JDE system and ensure client and customer satisfaction within the Call Centre. ­ Escalate major problems to management and relevant Beacon staff. Department: Projects Department Position: Projects Administrator ­ Customer Services / Complaint Resolution ­ Conducting computerized questionnaires on the motor industry to measure client satisfaction. ­ Provide feedback regarding manufacturing and stockholding problems received from consumers. Department: Consumer Lines Position: Assistant Administrator ­ Administrative Support ­ Check system for queries that needs to be escalated. ­ Co-ordinate and track with the courier service for collections of parcels and samples from consumer and deliver to client. ­ Download calls received after hours and direct to consumer support consultant to resolve. ­ File all records and documents as per record- keeping procedure. ­ Issue all vouchers to consumer as per record keeping procedure. Show less



CLICKS DISTRIBUTION CENTRE

• Johannesburg Area, South Africa

• Receiving Clerk

  • Jun 2004 - Jan 2005

  ­ Administrative Support ­ Data Capturing/Verifying of Pod’s ­ Schedule bookings and delivery ­ Administrative Support ­ Data Capturing/Verifying of Pod’s ­ Schedule bookings and delivery