Experience

GloCell

• South Africa
• Telecommunications
• 1 - 100 Employee

• Customer Relations Consultant

  • Jul 2022 - Present

   Find new business opportunities and maintain a healthy pipeline for future deals. Respond to new and current client base regarding complaints and service enquiries. Maintain and grow a strong client base. Maximize sales revenue and profitability by achieving sales targets. Sell the services and solutions that the company offer. Reach out to potential clints to inform the about our products and services. Follow up on leads generated internally Create compelling sales pitches Complete all paperwork relating to a sale. Be a “brand ambassador” that represents the company’s brand and values Receive proof of payments Give training on how to use the device for new and current client  Perform research on the competition’s services.  Troubleshooting technical issues Installing and configuring hardware and software. Show less

• Technical Support Agent

  • Aug 2021 - Jul 2022

   Identifying hardware and software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Resolving network issues. Installing and configuring hardware and software. Speaking to customers to quickly get to the root of their problem. Providing timely and accurate customer feedback. Talking customers through a series of actions to resolve a problem. Following up with clients to ensure the problem is resolved. Replacing or repairing the necessary parts. Supporting the roll-out of new applications. Providing support in the form of procedural documentation. Managing multiple cases at one time. Testing and evaluating new technologies. Conducting electrical safety checks on equipment Show less



Cell C

• South Africa
• Telecommunications
• 700 & Above Employee

• Escalation Support Consultant

  • Sep 2013 - Oct 2020

   Customer Care (Maintain customer satisfaction and improving customer experience) Assist customer with bill disputes and contract disputes  Retentions (Perform customer negotiations and reach a fair conclusion from both business and customer perspectives)  Manage end to end customer escalations ensuring first call resolution of all escalations and maintain optimal resolution turnaround times Upsell products and services (Value Add Services) Technical Support Migration (Adoption to new products) Identify repeat escalations and implement improvements. Update customer’s personal information on the system. Credit and Refund request Split and Combine accounts Payment allocation  Data Validation Duties & Responsibilities of Fibre Arranging move order / change of address request and placing orders with different FNO’s / ISP Assisting customers with payments allocation and communicating with finance team Assisting with the migration of the packages and changing of FNO’s / ISP Assisting with Fibre contract application, ensuring that all documents are received, signed and uploaded of Agility Arranging field technicians to visit the customers’ resident when it is required (connection issues) Activation of new accounts on the system (Beam) and following up with the FNO’s / ISP to ensure that the installation is completed Assisting with the arranging Cell c technicians to deliver the Router at the customers’ resident and assisting with first time Set Up Configurations Show less

• Call Center Agent

  • Jul 2012 - Sep 2013

   Manage and resolve customer complaints.  Identify and escalate issues to escalations department.  Provide product and service information to customers. Research, identify, and resolve customer complaints using applicable software.  Route calls to appropriate department. Document all call information according to standard operating procedures. Recognize, and alert the management team of trends in customer calls. Follow up customer calls where necessary.  Upsell products and services. Complete call logs and reports. Show less