Nothando Lunga Email & Phone Number

Pretoria, Gauteng, South Africa

Duties of the Position- Assessing telesales inbound and outbound calls to check if everything was captured correctly. - Assessing customer care queries to check if correct information was provided to the client.- Assessing email and chats.- Drafting email feedback to agents and including managers.- Conducting coaching session.- Conduct QA training.- Sending out monthly report regarding quality scores, challenges and action plan.

Durban, Kwazulu-Natal, South Africa

- Assessing international UK customer care calls. - Listen to calls to determine whether the correct information is provided to the customer. - Investigate and check the account both on agent workbench and/or SAP if they system was updated correctly. - Capture assessments on Framework for the new agents and for the tenured agents I capture on Power Apps, this a system that calculates quality scores and if the agent fails conduct, then the commission will also be cut off, therefore… Show more - Assessing international UK customer care calls. - Listen to calls to determine whether the correct information is provided to the customer. - Investigate and check the account both on agent workbench and/or SAP if they system was updated correctly. - Capture assessments on Framework for the new agents and for the tenured agents I capture on Power Apps, this a system that calculates quality scores and if the agent fails conduct, then the commission will also be cut off, therefore I must make sure the assessment is correct and accurate. - Conduct calibration sessions with the Team Leaders & other QAs to make sure we are aligned. - Provide assessment feedback to the Solvers and copy management. - Having sessions with the Solvers regarding the development areas or any changes in the business. - Conduct side by sides with Solvers to monitor the customer experience provided to the customer and give quality tips to help them improve. Show less

City Of Johannesburg, Gauteng, South Africa

-Assessing Short Term Sales Calls.-Listening attentively to make sure that the sales consultants are compliant.-Making amendments to the policies that need to be corrected and if the client needs to be contacted the policy will be pushed to the corrections department.-Sending feedback to management regarding the outcome of each policy assessed. -Sending productivity reports at the end of every shift.-Assess customer care calls to make sure that correct procedures are… Show more -Assessing Short Term Sales Calls.-Listening attentively to make sure that the sales consultants are compliant.-Making amendments to the policies that need to be corrected and if the client needs to be contacted the policy will be pushed to the corrections department.-Sending feedback to management regarding the outcome of each policy assessed. -Sending productivity reports at the end of every shift.-Assess customer care calls to make sure that correct procedures are followed, correct information is provided to the clients, and that TCF is practiced at all times as per company policy. -Audit Lost Quotes, this is to investigate where the company is lacking in terms of making sales. The report will assist the company to improve either on our Agent behavior or Business behavior.-Push out policies to the relevant department as per notes added on the policy. Show less

Duties of the Position- Assessing BMW and MINI campaigns and call me back inquiries.- Assessing BMW switchboard calls to ensure quality standards are met. - Assessing CIC Emails queries e.g., Motorplan, Owner’s Circle and Change of Ownership to ensure the customer was assisted accordingly and within the required SLA. - Use SAP to validate agents’ amendments, loading leads or any escalation if necessary. - Conduct Investigations to find out the loopholes that can be fixed… Show more Duties of the Position- Assessing BMW and MINI campaigns and call me back inquiries.- Assessing BMW switchboard calls to ensure quality standards are met. - Assessing CIC Emails queries e.g., Motorplan, Owner’s Circle and Change of Ownership to ensure the customer was assisted accordingly and within the required SLA. - Use SAP to validate agents’ amendments, loading leads or any escalation if necessary. - Conduct Investigations to find out the loopholes that can be fixed and how to improve our business.- Report on campaigns on a weekly basis: call handling, challenges, interventions, and recommendations. - Send NSC monthly report to management on the department’s performance - Dealer Data Base is created monthly and sent to management, this determines the incentives for the dealerships. - Check agents if they marked the NSC survey correctly on SAP.- Conduct coaching and calibration sessions weekly with the agents.-Conduct Quality Meetings weekly.- Sending out the BPO report to management. Show less

Johannesburg Area, South Africa

Duties of the Position - Assessing agents calls and give feedback to the agents.- Using Siebel, ICAP and Morpheus to validate if the agent’s actions.- Identify challenges on the metrics that are low on FCR, Transfers, Short Hang ups and silent calls to determine if its agent behavior or system failure and give recommendations on how we can improve on the metrics that the agents are lacking on. - Conduct calibration sessions on weekly basis. - Draft escalations template:… Show more Duties of the Position - Assessing agents calls and give feedback to the agents.- Using Siebel, ICAP and Morpheus to validate if the agent’s actions.- Identify challenges on the metrics that are low on FCR, Transfers, Short Hang ups and silent calls to determine if its agent behavior or system failure and give recommendations on how we can improve on the metrics that the agents are lacking on. - Conduct calibration sessions on weekly basis. - Draft escalations template: Complains from our customers and send it through to the relevant department, it might be internal or external - Draft a shift Report every day. - Send quality tips to the agents and walk the floor once a week assist agents with queries. Show less

Johannesburg Area, South Africa

Duties of the Position - Debt collection for retail stores - Confirm employment with HR Manager of the debtor and draft legal documents to debtors (Section 57, Section 58, Debit order instructions etc.) regarding arrangement of payment.

Johannesburg Area, South Africa

Duties of the Position - manage switchboard and liaise with clients telephonically - Issue quotations and load files for new policy holders - Issue confirmation of insurance to the banks and update information of settled claims - Fax and bind policies - Distribute mail & make appointments - Manage the petty cash