• Social Media Management: Managing social media platforms for businesses.• Account Management: Customer relationship building based on trust and mutual understanding.• Content Development: Searching and creating relevant content for social media platforms.• Website: Design and manage WordPress websites.• Graphic Design: Designing of company logos and content for social media platforms.• Campaign Management: Implement and execute social media campaigns and promotions.• Blogging: Write blog posts on current events.• Online Reputation Management: Ensuring client’s brand has a positive online reputation.• Reporting: Create monthly reports for clients about social media platform performance

Web Project Management • Resource Management • Workflow Management • Operations Management • Scrum Master • Communications Management • Production Management • Deployment Management • SEO Management • Project Reporting

Project Coordination • Assisting PM • Minutes • Operations Management • Communication Management • SEO Management

Project Administration • Operations Administration• Minutes • Meeting Scheduling

- KPI Management: Assess, complete, communicate and manage Team KPI’s.- Quality Assessment: Review live contacts in the moment and re-actively to drive consistency with quality.- Schedule Management: Accountable to ensure that team are covered sufficiently in case of Leave that you approve and Sick Leave notifications. Manage leave request from team members.- Workflow Management: Continually monitor volumes and work within the market. Assign n Hosts priorities based on workload and priorities. Ensure that stakeholders are advised on any operational issues or player-impacting issues. Work to ensure that service levels and response times are within defined SLAs – ensure low abandonment, quick email response and query resolution. Through monitoring and delegation, work to ensure that, where possible, PCM targets are met.- Customer Service Management: Provide feedback to Managers on ways to improve service delivery and give appropriately detailed feedback to stakeholders. Provide feedback to Hosts on their service given and provide coaching.- Operational Management: Ensure that operational issues are resolved and that items logged with IT are prioritised.- Meetings: Organise and hold monthly team meetings.- People Management: Developing skills and assisting with career development.- Performance Management: Monitor performance of staff, motivate and have discussions when necessary.

• Responding to customer queries by telephone, email and online chats• Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment• Processing pertinent information into relevant databases• Completion of tasks assigned during shift• Customer relationship building and management as well as cross selling of products and services• Problem solving tasks during shift• Handling and taking full responsibility for customer related queries• Make outgoing calls and execute outbound campaigns to identified customers, e.g. welcome calls, failed purchasers, etc.• Excellent time management and adherence to schedule• Performing extra tasks given by managers / shift supervisors as required

Administration: Capturing data and updating clients’ details required for administrative purposes and sorting and filtering communications received and sent to customers and staff membersComplaints: Resolving complaints received by Customer Services Manager and through HelloPeter and various social mediaDisputes: Resolving disputes received by credit bureausBureau Updates: Correcting and updating payment profiles and details of accountsQuality Control: Setting standards for customer servicesQueries: Handling, solving and responding of account queries from customers and staff members by means of telephone, emails and FacebookLetters: Issuing customers with account related letters as requestedPersonal Assistance: Assisting Department Manager and Coordinator with phone calls, queries and ad hoc dutiesFiling: Receiving and filing of all sick certificatesInvoicing: Capturing and filing of invoices received by external companies to be process by Finance Department TFG Online accounts: Assisting department with online account queries with registrations and promotionsMeeting rooms: Booking meeting rooms as requested by Customer Services Manager and CoordinatorsGraphic Design: Designing and distribution of all internal departmental activities and updatesEvents: Planning and controlling all departmental eventsStationery: Ordering stationery needed by departmentWebsite: Assisting customers with registration and login issues on TFG website