National Diploma in Business Management

Dsv Road

Customer service Consultant Inbound
-Answering of incoming calls and resolve queries within SLA.
-Processing of new email instructions from customers and/or internal recipients
within an hour SLA
-Processing of follow up emails and ensuring declined queries are corrected before
COB daily.
-Daily processing of internal reports.
-Maintain a minimum quality score of 95% monthly.
-Ensure that maximum productivity is achieved, and no Idle Time is incurred.
Customer service Consultant Inbound ( Bulk/SMS agent)
– Daily processing of bulk instructions from various customer groups
– Daily processing of SMS campaigns from various customer groups
– Daily processing of Internal reports
– Daily Stats to be kept for Monthly Billing purposes.
– Processing of follow ups emails and ensuring declined queries are corrected
before COB daily.
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– Maintain a minimum quality score of 95% monthly.
– Ensure that maximum productivity is achieved and no idle time is incurred.
Other Duties
– Assisting with support functions such as CsArchive, CsTrack, CsPriority
(allocations)
– Ensure 3 Tier checks are completed on every Bulk and SMS file being
processed.
– Assisting agents with allocations and Follow ups in the event of absenteeism
or spike in workload.
Customer service Consultant Outbound.
– Calling customers to confirm delivery details and capture on system.
– Booking of items on External Booking.
– Upskilling on all Data Campaigns in order to manage volumes accordingly.
– Ensure daily targets are completed within normal working hours.
– Maintain a minimum quality score of 95% monthly.
– Ensure that a minimum of 70% confirmation rate is reached.
– Ensure that maximum productivity is achieved, and no Idle Time is incurred.
– Managing of callbacks and ensuring customers are dialed back within SLA.
OTHER DUTIES
– Assisting with support functions such as assigning data and assisting with
email queries.
– Assisting Inbound with the SMS line for confirmation calls when required.
– Assisting with Allocations and Follow ups in the event of absenteeism or
spike in workload in other areas.

Mr Price

Bookkeeping
Customer Service
Cashier
Merchandising
House keeping

Top Performer

Always meeting my SLA Time Management Work Performance always on a 100