Tania Smith

To whom it may concern,

I am a very passionate individual, full of energy and ready to take on any challenge that life presents to me. The principle of establishing positive customer relations lies very close to my heart because I firmly believe that a satisfied customer contributes positively to the financial health of an organization. Hence, my strong desire to make sure that every customer that I interact with leaves as a happy customer. I also believe in what I call the three Ds, which are dedication, diligence and discipline; thus, Im always very dedicated; extremely diligent & always disciplined. My three D philosophy allows me to excel in whatever I set my mind to.

I am inspired, motivated by and strive for growth in general that is growth of the individual & organization. I have solid presentation, business, interpersonal as well as public communication skills. My vision & take on life as well as my impeccable communication skills sets me apart from my peers. My life is governed by the add value principle, and Im fully persuaded that my presence & flair will add tremendous value to any organization.

Main Purpose

Provide a service to clients that will lead to client satisfaction and financial growth for the company. Answer incoming calls efficiently from clients, ensuring that clients get assisted timeously, deal with inquiries and queries relating to company and ensuring that calls get routed to correct departments. Deal with overflow calls of the company and route them to respective departments via email or telephonically.

Key Competencies 

Verbal and written communication skills 

Phone skills 

Listening skills 

Problem analysis and problem solving 

Customer service orientation 

Attention to detail 

Judgment 

Adaptability 

Stress tolerance 

Resilience 

Multi-tasking 

Be a team player and take responsibility for own development initiatives

Deal with client queries timeously in an open, professional and empathetic manner

Actively participate and contribute toward the team

Co-operate, support, encourage and interact with other team members 

Time management 

Key Responsibilities 

Ensure all info e-mails, are sorted timeously

• e-mails sent out to relevant departments get copied and pasted to IMS
• data is updated and captured to spread sheet for stats purposes daily
• data is loaded according to the relevant detail required for the spread sheet

4. Other duties as Assigned

From time to time there might be situations where you are asked to take on extra tasks or assist in areas outside of your traditional role.

Receiving of all incoming calls and transferring to all relevant departments

Handling of call overflows from different departments

SMS Survey feedback checked and reported daily to relevant departments on all poor service rating. Data is captured to spread sheet for reporting purposes.

Taking messages and ensuring that internal follow ups with relevant persons in each department are made to ensure client is contacted

First call resolution

Voice messages are checked timeously; clients are contacted and transferred to relevant deportments. Voice message count is captured on spread sheet for reporting purposes

Admin duties delegated by your manager or senior or to be completed on stipulated deadlines provided  Reception:

Relieving team member on reception duty for Lunch/smoking/bathroom breaks. 

Assist walk in clients and normal duty of call taking.