Customer Service Representative

Handled high-volume inbound and outbound calls for US-based clients, following approved scripts and escalation paths to resolve inquiries efficiently. Responded to customer support tickets in real time and maintained timely follow-up within agreed response timeframes.

Logged call details, interactions, updates, and outcomes accurately in CRM systems. Worked independently across multiple US time zones, maintained scheduled-shift availability, and coordinated with internal teams to resolve complex administrative issues.

Managed high-volume inbound and outbound communication with clients, patients, and healthcare providers through phone, email, and CRM platforms. Provided responsive guidance on programme information, services, inquiries, and enrolment processes.

Maintained accurate CRM records and interaction logs for hundreds of accounts, documenting resolutions and follow-up actions. Supported leadership with reporting, pipeline tracking, and administrative coordination while developing communication approaches that improved response times and service quality.

Supervised a high-volume inbound and outbound call centre team, ensuring shift coverage, agent availability, and adherence to SLA and response-time targets. Monitored performance and delivered daily reports on call volumes, resolution rates, and outstanding tickets.

Coached agents on scripts, escalation procedures, and CRM documentation to strengthen service quality and first-contact resolution. Managed escalated client and student complaints through to timely and satisfactory resolution.

Led a customer service team handling inbound and outbound calls while ensuring script compliance, accurate CRM logging, and consistent service delivery standards. Trained team members on communication protocols, CRM processes, and escalation pathways.

Managed shift schedules to maintain full operational coverage and uninterrupted client and student support. Supported a compliant, high-quality service environment through active team guidance and performance oversight.

Handled frontline inbound and outbound calls, resolving service inquiries, booking requests, and support issues accurately and professionally. Delivered clear customer communication in a high-volume call centre environment.

Maintained detailed CRM records of customer interactions, follow-up actions, and resolution outcomes. Ensured information was documented accurately to support continuity of service and effective follow-up.

Conducted outbound collections calls using structured scripts and approved escalation paths. Engaged clients professionally to address outstanding account matters and support efficient resolution.

Recorded interactions and outcomes accurately in internal systems. Supported administrative resolution processes while maintaining compliance and clear documentation.

Completed National Senior Certificate (Matric).