Gershoum Tshula Mwamba
Portland
Summary
Remote Customer service professional, experienced with managing customer interactions and resolving inquiries. Utilizes effective communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining positive customer relationships and adapting to dynamic environments. Strong team player with focus on collaboration.
Overview
4
4
years of professional experience
Work History
Remote Customer Representative
Mr Andile Nkosi
09.2022 - 04.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
Remote Customer Service Representative
MR Lungelo Mvelase
02.2020 - 03.2022
- Maintained Positive with over 100 customers via effective communication skills, resolving 90% of problems encountered
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to over 1k emails and calls regarding customer requests for products, billing, services, and company information.
Education
Diploma - Sports Management
University of Johannesburg
Johannesburg, South Africa05-2022
Skills
- Typing speed
- CRM software
- Active listening
- Customer service
- Microsoft Office Suite
- Problem-solving
- Time management
- Multitasking and organization
Languages
English
Native or Bilingual
French
Professional Working
Swahili
Full Professional
Lingala
Full Professional
Isizulu
Elementary
Interests
- Gym Workouts
- Documenting and sharing travel experiences
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Music
- Mindfulness Practices
Timeline
Remote Customer Representative
Mr Andile Nkosi
09.2022 - 04.2024
Remote Customer Service Representative
MR Lungelo Mvelase
02.2020 - 03.2022
Diploma - Sports Management
University of Johannesburg
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