Highly empathetic and results-oriented customer service professional with 2+ years of experience in fast-paced, remote environments. Proven ability to resolve complex issues, maintain high customer satisfaction scores, and adapt quickly to new technologies. Seeking to leverage strong communication and problem-solving skills to contribute to a dynamic remote team.
Experience
Televate Contact Center
Mar 2023 – Present
Durban
Call Center Representative
Resolved customer inquiries and complaints efficiently, maintaining a 95% first-call resolution rate.
• Assisted an average of 50+ customers per day via phone, email, and chat, exceeding daily targets.
• De-escalated challenging customer situations, turning negative experiences into positive outcomes.
• Trained new team members on customer service best practices and product knowledge.
• Identified and reported recurring customer issues, contributing to a 15% reduction in common complaints.
• Processed transactions accurately and handled cash, credit, and debit payments.
• Maintained in-depth knowledge of products/services to provide accurate information and recommendations.
• Received "Customer Service Employee of the Month" award for 3 consecutive months.