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Digital Customer Service Associate
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Competencies
Proficient in delivering professional, efficient support to enhance customer satisfaction and loyalty.
Skilled in diagnosing hardware, software, and network issues, providing effective solutions promptly.
Excellent verbal and written communication ensuring clear, professional client interactions.
Experienced in database management and data entry, ensuring accuracy and compliance.
Knowledgeable in insurance and banking products, with proven ability to upsell and cross-sell.
Education
Summary
Dedicated customer care specialist with over 8 years of experience in banking, digital support, and sales. Skilled in troubleshooting, client communication, and data management, committed to delivering exceptional service and solutions.
Key Achievements
- Consistently achieved high customer satisfaction scores, surpassing KPIs related to NPS and first-time resolution.
- Successfully managed and resolved complex technical and account issues, enhancing client retention.
- Streamlined customer support processes, reducing average resolution time for technical inquiries.
- Handled diverse responsibilities including troubleshooting, refunds, and product inquiries across multiple platforms.
- Contributed to team goals by maintaining accurate data entry and documentation for insurance and banking services.
Experience
Customer care Agent (Capitec Connect and client care agent)
Assisting with Capitec bank sim cards and bank related enquiries.. Troubleshooting network connection issues and diagnosing the sim cards.. Walking clients through troubleshooting steps to manually set network connections.. Understanding different device features to better assist clients.. Assisting customers with any inquiries or complaints they may have regarding their accounts. Identifying customers’ needs, clarify information, research every issue and providing solution.. Escalating customer issues to the appropriate bank department and following up with feedback via calls or email.. Providing customer service support for online banking and mobile banking.. Review and explain transactions and charges on the account.. Document and report on customer feedback to improve the customer experience.. Check on the status of customer accounts and track payments.
Digital Customer Service Associate
Reversal and tracking of orders.. Processing refunds for digital purchases. Email support for technical related queries. Identifying hardware and software solutions. Diagnosing Faults on devices. Installing Configuring hardware and software. Replacing defective devices. Escalating and creating tickets for faulty devices. Checking device warranty information
INBOUND CUSTOMER SERVICE ASSOCIATE
Handle client’s request, issues, questions in a professional manner,. Deliver at first time resolution.. Meets defined KPI’s including NPS and sales.. Manage contract and prepaid accounts.. Process transactional activities in line with Vodacom standards, policies and processes. Provide accurately and timely information by fully investigating all customer enquiries using available resources.. Good understanding of Vodacom products
SALES AGENT
Telemarketing & data capturing. Selling long& short-term insurance. Handling product related queries. Accounting and bookkeeping software. Telephone communication techniques. Obtaining customer information. Maintaining high level of confidentiality. Adhering to the correct processes and procedures, with no deviance.. Meeting targets