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Work Background
G.Fox Customer Care Manager
Apr. 2022Johannesburg Area, South Africa• Manages a call center comprising of 12 internal sales agents • Ensures that daily e-mails are responded to – daily e-mails ranging from 400 – 600 e-mails with a maintenance of a 24hr response time to e-mails.
• Ensures that 95% of incoming calls are responded to by agents with the least number of abandoned calls – incoming calls ranging from 300 – 350 incoming calls
• I pull and listen to the agents calls so as to assist them in maintaining high quality voice service customer care. • Facilitates the ‘walk in’ customers to the call center and ensures that they are properly assisted while ensuring minimal disruption to the incoming e-mails and incoming calls
• Ensures that the call center agents work hand in hand with the sales representatives of the company
• Conducts quarterly training of agents old and new agents to ensure product knowledge and customer service levels remains at a high and quality level
• Conducts weekly meetings with the agents to re-enforce call center Key Performance Indicators and allocates targets to each agent so agents can track their productivity
• Runs daily productivity reports for the call center to track the productivity of the call center
• Organizes quarterly training with suppliers for the call center agents • Has monthly meeting with the branch Manager and the Managing Director to give progress report on the call center
• Draws an incentive structure for the call center agents and awards financial incentive for the high performers
• Conducts quarterly performance reviews with each call center agent and Human resources • Implements disciplinary procedures if and where necessary • Company receptionists report directly to the customer care manager, so I ensure that company receptionists keep the reception area tidy at all times
• Run a tea and lunch roster for the 2 receptionist ladies
• I pull reception calls and listen to how they interact with customers
• Do regular product knowledge training for the internal sales team
G.Fox Internal customer sales agent
Jan. 2015 - Mar. 2022Heriotdale, Cleveland Johannesburg• Manage and capture all orders on SYSPRO, including all customer orders and follow up on all customer quotes and deliveries.
• Complete 70 plus incoming calls daily (as well as walk in customers) and answer all queries, capture all orders and provide excellent customer service.
• Engage with all Gfox customers in Northern area of Johannesburg.
• Provide service to company's top 200 customers namely VIP customers.
• Manage company's top 100 customers and dormant customer list which consist of 250 plus customers.
DiplomatCUSTOMER SERVICE AGENT
May. 2011 - Dec. 2014Edenvale, Gauteng, South AfricaTo manage and follow up on all sales and customer orders, including warehouse follow ups and queries. To raise all purchase orders using the Pastel accounting system. To complete all administration quickly and efficiently for the Sales Department. Duties including contacting all buying groups, compiling all purchase requisitions for wages and ad hoc purchases, co-ordinating all the company reps’ routes and ordering of all stationery. Ensure all content on SAP is correct and updated when customer details change and orders needing to be closed or changed. Close relationship to the Finance Department, compiling documents for their meetings and helping with administration tasks. Responsible for all couriering and addressing of Executive Members reports on a monthly basis.
Sobane OutsourcingReceptionist
Jun. 2010 - Apr. 2011To manage recruitment of contractual staff and negotiate with clients on their staff appointments. To draw up professional resumes and cover letters for staff. The role also included conducting criminal background checks for candidates and confirming all employment details
Flexi Club Leisure GroupOutbound Call Centre Agent
Feb. 2010 - Mar. 2010MAKING OUTBOUND CALLS
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