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Show profile Hide profileMerger between INOBITS AND NETSURIT
Key Responsibilities:
To manage and resolve customer escalations from clients which includes vendors and support team. Oversees the process of customer and client acknowledgement feedback or resolution.
INOBITS CONSULTING (Microsoft Company)
Start Date: February 2012
End Date: Current
Position: Service Desk Agent
Key Responsibilities:
Operating as the single point of contact to help desk customers
Take calls via telephone and email and log tickets to third parties.
Analyze the complaint or request accurately and allocate it to the appropriate support team.
Activations Officer:
- Deal with MSISDN swaps for subscribers who change
their numbers from 63...to 62....
- Sim swap for lost or damaged simcards
- Reactivate customers who have been deleted from the system due to expired window period
- Create new postpaid customers in Eppix and New Libertie contract customers in CCC
- Give data and roaming facilities that have been applied for
- Ensure that all work that has been compiled reaches Switch or VAS on time so that customers can be given feedback within the turnaround period
-
Shift Leader
- Customer information mining and analysis
- Use analysis to make recommendations for customer service improvement
- Disseminate relevant and important information to call centre tem
- Assist the CCS and CSM in day to day running of call centre
Call Centre Supervisor (acting)
- Manage Call Centre
- Solve subscriber queries and handle difficult customers
- Organise road shows in order to educate our customers about new products
- Promoting Econet products and services on several radio stations in Lesotho.
Achievements : Acting Call Centre Manager
- Head of Department, Customer Care, took care of this twice during my tenure
Merger between INOBITS AND NETSURIT
Key Responsibilities:
To manage and resolve customer escalations from clients which includes vendors and support team. Oversees the process of customer and client acknowledgement feedback or resolution.
INOBITS CONSULTING (Microsoft Company)
Start Date: February 2012
End Date: Current
Position: Service Desk Agent
Key Responsibilities:
Operating as the single point of contact to help desk customers
Take calls via telephone and email and log tickets to third parties.
Analyze the complaint or request accurately and allocate it to the appropriate support team.
Activations Officer:
- Deal with MSISDN swaps for subscribers who change
their numbers from 63...to 62....
- Sim swap for lost or damaged simcards
- Reactivate customers who have been deleted from the system due to expired window period
- Create new postpaid customers in Eppix and New Libertie contract customers in CCC
- Give data and roaming facilities that have been applied for
- Ensure that all work that has been compiled reaches Switch or VAS on time so that customers can be given feedback within the turnaround period
-
Shift Leader
- Customer information mining and analysis
- Use analysis to make recommendations for customer service improvement
- Disseminate relevant and important information to call centre tem
- Assist the CCS and CSM in day to day running of call centre
Call Centre Supervisor (acting)
- Manage Call Centre
- Solve subscriber queries and handle difficult customers
- Organise road shows in order to educate our customers about new products
- Promoting Econet products and services on several radio stations in Lesotho.
Achievements : Acting Call Centre Manager
- Head of Department, Customer Care, took care of this twice during my tenure
