• Investigate and Resolve Customer Issues: Identify root causes of service failures or complaints, gather necessary details, and swiftly resolve cases to ensure customer satisfaction and restore trust.

• Monitor the CARE system que's (Allocating of work to the in trays).

• Compiling of weekly and monthly report for stand up and Manco presentation.

• Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.

• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions

• Evaluate and Maintain Service Quality: Regularly assess customer interactions, including calls, chats, and emails, ensuring service quality aligns with established standards and meets customer expectations.

• Resolve all customer complaints and queries efficiently, and within agreed timelines.

• Coordinate Across Departments: Liaise with various teams to facilitate issue resolution and uphold consistent service standards

• knowledgeable in all company’s products, daily usage of this systems (Care system, Hogan, Verint, Cisco jabber etc.)

• Document, Track, and Report Cases: Maintain accurate records of all service recovery cases and quality evaluations, tracking each from start to resolution and generating reports on recurring trends.

• Improve customer satisfaction, experience, and insight through call analysis and reporting or feeding back to management.

Complaints - (Private & Personal banking desk)
First National Bank
• manage the resolution of customer complaints and ensure resolution of escalated customer compliant.

• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

• knowledgeable in all company’s products, processes and systems (care system, hogan, Verint, Cisco jabber and etc.)

• Ensure efficiency of service productivity and performance in Call Centre as a 2IC of my team leader (Tarryn Anne Veldman).

• Ensures customer excellence through interaction with internal and external customers throughout all business activities.

• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

• Promotes teamwork amongst peers and team members.
• Met customer call guidelines for service levels, handle time and productivity.

• Exhibited high energy and professionalism when dealing with clients and staff.

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Educated customers about billing, payment processing and support policies and procedures.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Trained staff on operating procedures and company services.
• Cross-trained and provided backup support for organizational leadership.
• Investigated and resolved customer inquiries and complaints quickly.
• Cross-trained and backed up other customer service managers.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.