Ndumiso Hlophe Email & Phone Number

240 Madiba Street Pretoria

Hurlingham Office Park

• Receiving and answering inbound calls from relevant customer/merchants within agreed SLA• Provide quality customer services on every call• Communicate clearly and effectively to merchants• Manage length of calls• Recognizing assertive customer calls & escalating to Call Center Manager when necessary• Support teamwork and call center success• Logging job requests to Field Technicians if unable to successfully assist/troubleshoot telephonically• Escalate software related issues to Call Centre Manager• Logging of all calls received on the HEAT system accurately and providing a reference number to the caller• Keeping all merchant information and contact details updated at all timesMinimize duplication of calls

* Capturing all customer contacts on relevant systems and keepcustomer history updated. * Responsible for customer data accuracy, continuously checkingcurrent data and update if necessary, using the provided data updateprocesses. * Being responsible for accurately updates and alignment of allmeter and measurement related data in the Billing system. * Handle generic service activities by: * Providing basic sales information and advising customers onrelevant advice such as electricity usage, tariffs etc. * Providing the customer with relevant information how queries,complaints and claims are being handled within Eskom as well as tomanage customer expectation of the duration in which it should behandled. * Following up and completing back-office OCI, MRC and ACtransactions according to service KPI's, processes and procedures.Providing customer feedback according to OCI VC principles.* Correspondence (Proof of payment, Update customer detail) by:Receiving, analyzing, capturing and requesting the necessary customerdocumentation and proof of customers' claims as requested by RiskManagement.

[*] Responsible for performing routine operational duties relatedto residential, construction and commercial mortgage loans incompliance with the Nedbank's policies, procedures and related lawsand regulations.[*] Assisting clients in the loan application process; originatesloan documentation and boards loans;[*] Conducting loan funding and processes payments or advances as directed;[*] Distributes daily and monthly reports; and promotes businessfor the Bank by maintaining good customer relations and referringcustomers to appropriate staff for new services.[*] Administration.

[*] Calling of clients' once home loan applications have beenapproved in principle.[*] Assisting Mortgage Originators and Branch Consultants on newapplications.[*] Doing of quotations on homeowners insurance.[*] Assisting clients in negotiating better interest rates andsending instructions to the attorneys for registration.[*] Query management to Credit for interest rate negotiations,loan amount change and loan term change.[*] Dealing only with approved applications.

Advance Information Technology

Matriculation, G57, 12

Activities and Societies: School Prefect

Matric