Profile
Customer service agent with three years in a busy inbound call centre for a medical aid, handling queries, claims and complaints. Patient, quick on the systems and consistently in the top quarter of the team for satisfaction scores. Speak English, isiZulu and Afrikaans.
Experience bullets
- Handled an average of 70 inbound calls and 25 emails a day while keeping average handling time under 5 minutes.
- Kept a customer satisfaction score of 92% over 12 months against a team target of 85%.
- Resolved 78% of queries on the first contact by learning the claims rules for 11 benefit options.
- Chosen to train 6 new agents on the CRM system and complaint escalation process.
Skills
SalesforceZendeskComplaint handlingTyping 55 wpmEnglishisiZuluAfrikaans
Numbers matter most in this field: calls or tickets a day, satisfaction or quality scores, first-contact resolution and any targets you beat. Languages belong near the top if the job serves the public.