Customer Service/Administrator

N / A; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job description

Overview

Location: Other, Durban City

Greetings Hiring Managers. I am a 34 year old former Customer Service Subject Matter Expert at Hollywood Bets Head Office, with 7 years of experience in the customer service sector. I have professional knowledge, skills and experience in delivering exceptional customer service across various platforms and situations with a high understanding of customer behaviour, service process and business policies. I can do applicable training, optimizing systems and resolve complex issues.

Key Areas of Expertise

• Customer Communication Skills
• Mastery of verbal and written communication
• Active listening and empathy
• Conflict resolution and de-escalation
• Product & Service Knowledge
• In-depth understanding of the company’s products/services
• Ability to explain technical or complex information clearly
• Process Improvement
• Identifying inefficiencies in service workflows
• Recommending and implementing improvements to enhance customer experience
• Customer Relationship Management (CRM)
• Proficient in CRM system (Zendesk)
• Maintaining accurate customer records
• Leveraging data for personalized service
• Training & Mentoring
• Coaching new agents or teams
• Developing training materials and standard operating procedures (SOPs)
• Metrics & Quality Assurance
• Monitoring KPI’s (ADH, QA, AHT)
• Channel Support
• Supporting multi-channel environments (phone, email, chat, social media)
• Customer-Centric Problem Solving
• Analyzing root causes of customer issues
• Delivering long-term solutions while balancing company policy

WhatsApp number: 0711798096

Email address: [e-mail]

Qualifications & Availability (Summary)

Current status: Open to opportunities in Administration, Customer Support, or related roles. Located in Durban area. Available for immediate consideration.