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Show profile Hide profileWORK EXPERIENCE
15 September 2012 - Currently Working as Customer care agent at Multichoice
? Ensure that the required number of customers is served within the stipulated time frame.
? Up sell the benefits and functions of the product, sell decoders.
? Sell decoder insurance
? Decoder Insurance activation and cancellation, as well insurance claims
? Adherence to Quality Assurance standards.
? Ensure Quality Assurance is always at 100%
? Providing technical support, troubleshooting and configuring dstv devices in different networks.
? Providing billing support.
? Activating new account and cancelled old when its requested by client.
? Account reconciling and take payments
? Coaching new recruits
? Operate as a Stand in Line Manager.
Real Time Administrator at Multichoice 2 Year Contract 2015 - 2017
? Manage customer flow by changing profiles
? Manage and generated daily, weekly and monthly reports
? Monitoring staff resources Qmatic/ Qwin Suite
? Monitoring CSR Availability on the counters
? Monitoring Absenteeism and adherence utilising RTA systems
? Report the adherence and shrinkage to management daily.
? Reporting counter-productive issues on the floor.
? Reporting layout and data should be professional and correct at all.
? Reporting hourly the service centre service level,
? Accurately captures exceptions and real time
? Adjusts real-time schedule to accommodate extra-time as governed by scheduling process
? Produces accurate daily Workforce Management performance reports to various levels of management using Business Intelligence System covering all areas of the business
? Planning for forecasts volumes daily, to make sure we foresee the challenges to plan ahead to achieve service levels daily.
WORK EXPERIENCE
15 September 2012 - Currently Working as Customer care agent at Multichoice
? Ensure that the required number of customers is served within the stipulated time frame.
? Up sell the benefits and functions of the product, sell decoders.
? Sell decoder insurance
? Decoder Insurance activation and cancellation, as well insurance claims
? Adherence to Quality Assurance standards.
? Ensure Quality Assurance is always at 100%
? Providing technical support, troubleshooting and configuring dstv devices in different networks.
? Providing billing support.
? Activating new account and cancelled old when its requested by client.
? Account reconciling and take payments
? Coaching new recruits
? Operate as a Stand in Line Manager.
Real Time Administrator at Multichoice 2 Year Contract 2015 - 2017
? Manage customer flow by changing profiles
? Manage and generated daily, weekly and monthly reports
? Monitoring staff resources Qmatic/ Qwin Suite
? Monitoring CSR Availability on the counters
? Monitoring Absenteeism and adherence utilising RTA systems
? Report the adherence and shrinkage to management daily.
? Reporting counter-productive issues on the floor.
? Reporting layout and data should be professional and correct at all.
? Reporting hourly the service centre service level,
? Accurately captures exceptions and real time
? Adjusts real-time schedule to accommodate extra-time as governed by scheduling process
? Produces accurate daily Workforce Management performance reports to various levels of management using Business Intelligence System covering all areas of the business
? Planning for forecasts volumes daily, to make sure we foresee the challenges to plan ahead to achieve service levels daily.
