Tahleho Motsiri

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Assist clients with their water and electricity token number generation if not received. Registering clients for EFt transactions Making outbound calls and taking inbound calls on all Ideal related matters. Troubleshoot on different types of prepaid electricity/water meters i.e giving out temper codes,test codes activation codes and doing configurations on all prepaid meters. Filling out job cards and doing call outs Dealing with account queries both landlords, managing agents and tenants. Meters dealt with (Hexing, Inhermeter,Conlog,Landys and Gyr, Seasons water meters/Amanzi utility meters.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Assist clients with their water and electricity token number generation if not received. Registering clients for EFt transactions Making outbound calls and taking inbound calls on all Ideal related matters. Troubleshoot on different types of prepaid electricity/water meters i.e giving out temper codes,test codes activation codes and doing configurations on all prepaid meters. Filling out job cards and doing call outs Dealing with account queries of both landlords, managing agents and tenants. Meters dealt with (Hexing, Inhermeter, Conlog,Landys and Gyr, Seasons water meters/Amanzi utility meters.

Coaches the team in order to ensure the quality of delivery meets the appropriate standard. Measures and manages the team to ensure out-of-line situations are immediately addressed. Communicates information in a timely, accurate, and understanding manner to all team members. Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers. Ensure regular feedback is given to Agents with regards to action plans that have been set. Ensure all relevant business communications are communicated to the team as and when required. Ensure that all Human Resources policies and procedures are observed. Track and accurately update operational performance files for Agents on a weekly basis. Compiling and sending reports as required by the business for relevant updates Job Profile. Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching, and feedback. Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate. Drive teams' performance on systems and all metrics in accordance with the contractual obligation.

● Offering assistance to customers to ensure they find the right product/service. ● Communicating with customers by email, phone, and face-to-face ● Assess cancellation orders for approval or rejection to ensure the terms and conditions and policies are adhered to. ● Investigating and solving customer problems; some are rather easy, but you will occasionally face a complicated issue. ● Provide customers with refunds. ● Creating a new feedback procedure for clients or improving the existing model. ● Learning about the company’s products/services and remaining up to date with any changes. ● Meeting with management to discuss possible improvements to the company’s customer service. ● Analytical thinking ● Ability to plan and organize daily work. ● Monitor the reports to identify issues in identified areas.

Support monitor and report on business operations identified areas to ensure underlying systems deficiencies and processes are addressed. Support daily operations of the vetting process to ensure expected turnaround times or SLAs are being met. Assess cancellation orders for approval or rejection in order to make sure the terms and conditions and policies are adhered to. Work with order support and technology delivery team to make sure the root-cause of the system issues are being resolved Monitor the reports to identify issues on identified areas. Document system user guidelines relating to the use and support of the systems on identified areas where users lack understanding. Proven experience working in an operational environment Proficient with Microsoft Excel, Power Point, and Word Analytical thinking Ability to plan and organize daily work

Adhering to all compliance and legislative requirements as stipulated, documented and requested by organizational management and relevant legislation Take inbound and make outbound calls according to complaints, campaigns, cancellations etc. Demonstrate excellent knowledge of product and service offerings, system knowledge, client history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer Show tolerance and patience in understanding customer complaints, the reason for cancellation and ability to positively turn around the call Negotiate and make relevant product and service adjustments in line with product pricing ▪ Selling value-added services

Dealing with client queries and complaints on all levels in a competent, efficient and professional way, in accordance with the quality standards that are in place and in accordance with the values of Anderson Insurance Responsible to retain existing clients who want to cancel their insurance and upselling Actioning debit orders and re debits for clients who have not paid Doing add ons of new vehicles, Quotes and reinstatements and dealing with broker consultants in whatever queries they have regarding insurance Email effectiveness and distribution time Case resolution and escalation time