Tshegofatso Megene Setwaba

Skills

Technical Support; Problem Solving; Customer Experience (CX); Troubleshooting; Customer Satisfaction; Customer Service; Sales; Electronic Mail; Communication; Organizing; Customer Follow-Ups; Time Management; Help Desk Support; People Management; Computer Hardware

About

Improved overall customer experience by consistently greeting visitors warmly upon arrival and ensuring prompt
attention.
• Reduced customer waiting it times using queuing system and assist with customer customer journey.
• Issuing of tickets to customer to the relevant queue
• Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
• Explanation of the different Telkom products and services offered.
• FICA documents required for different services that maybe rendered to the customer
• Requesting of customer to be called by the call center customer care, with the use of a system called a 'Click To Call'
• Managing of the queue-man (queuing system)
• When the store is busy or the technician is off sick, I assist with device activations and troubleshooting of SIM cards and
devices
• When short stuffed or if the store is quite busy, I assist with selling of prepaid airtime or data bundles
• Troubleshooting of the queuing system.
• Assist with contract cancellations on the Telkom Portal.
• Assist with creating a customer on the CRM.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Developed comprehensive training manuals for developed systems, ensuring a smooth user onboarding process.
• Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
• Updating customers on progress and maintenance of tickets.
• Configuration of hardware and software.
• Incident Report Writeup.
• Migration of documents from local to the cloud.
• Review, analyze, evaluate, complete tender documents.
• Testing of system software.
• Provided remote assistance for off-site clients through various platforms including telephone, email and chat.
• Enhanced customer satisfaction by addressing and resolving technical issues effectively.
• Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
• Installed and configured network printers and other peripheral devices.
• Diagnosed and resolved hardware and software issues.
• Capture, create and manage customers' on Splynx system.
• Conduct ISP installation audit.
• Configure and installation of Fibre router.
• Provide exceptional customer support, addressing inquiries and resolving technical issues promptly.
• Assist in maintaining records.
• Attending project meetings and taking minutes.
• Record events and problems and their resolution in logs.
• Follow-up on queries and update customer status and information on Splynx.