Experience

One Loyalty Rewards

• South Africa
• Advertising Services
• 1 - 100 Employee

• Call Center Consultant

  • Feb 2018 - Present

  Directing and controlling the achievement of set customer service standards by efficiently andeffectively managing and coordinating the end-to-end customer experience.To lead daily customer satisfaction surveys with clients and understand current and future levelexpectations, perceptions and opportunities for improvement to support the business immediatelyand in the future.To continually monitor and identify customer trends, discuss and propose opportunities to adoptthe best of breed working practices, procedures and processes to ensure the best fit between thebusiness and customer expectations.To investigate and resolve customer queries in a timely manner and implement corrective actions toavoid reoccurrence.To ensure that all existing processes within the department are adhered to, reviewed and updatedregularly to fit the current business needs.To advise and influence other areas within the business to ensure that the day-to-day and the futureneeds of the company and its customers are met at the highest qualityProvide customers with product and service information.Conducting quality assurance for calls from the call Centre to make sure that the script isfollowed, identifying complaints and If escalation processes are followed correctly.Running the travel concierge desk, advising on discounts available to customers.Delivering excellent customer service when offering advice in a professional and efficient manner.



First Assist Management

• Call Center Consultant

  • Jul 2016 - Jan 2018

  Booking and dispatching cases for towing booked by the insuranceSending emails to clients answering their queriesMaking sure that all telephone calls are answered promptlyResolving queries and responding to e-mails sent by the insuranceConfirming if vehicles were towed and delivered to correct destinationsInform clients by explaining procedures, answering questions, and providing information.Researching required information with available resourcesQuality Assuring (Q A) calls from the call center to make sure that the script is followed, identifyingcomplaints and If escalation processes are followed correctly