Refilwe Mphuthi Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

•Attending and resolving customers bank and mobile money deposit complaints timeously to improve and uphold a positive customer experience. Both locally and abroad.•Protect and Support revenue growth in the business.•Accurate and timeous capturing of manual credits/pre-authorized transactions to ensure our customers have received the best possible experience •Investigate and highlight problematic processors / systems affecting transactional processing and escalate and drive resolution or assist banking and external teams to get to quick resolutions.•Review training manuals provided daily and enhance manuals with new information that can assist the team to enhance their knowledge.•Communicate changes in process / notifications from processors or banks and any other relevant information regarding monies in or Monies out to other departments to ensure knowledge sharing and to enable other teams to be better prepared to manage the customer’s experience.•Investigate and Review competitor’s offerings through daily research and query/escalation monitoring and put forward researched suggestions of changes required to improve our offering and ultimately our customers experience with our brand.•Identify possible risk areas in process or systems with suggestions for changes required to management to mitigate these risk areas and protect our Brand form financial loss or abuse.•Troubleshooting issues directly with 3rd party Processors globally, and internal departments to identify cause and put forward researched solutions suggestions to fix and prevent issues from occurring in future.•Identify data/statement issues and escalate to Appropriate 3rd party or internal departments to have issues resolved.•Assist with integration testing and on boarding of new processing providers.•Monitor Deposits and Payments stats daily to highlight spikes and alerts to management and 3rd parties to ensure minimal customer negative impact and quick resolutions.

City Of Johannesburg, Gauteng, South Africa

Customer Service Consultant.• Delivering Customer service on multiple platforms such as LIVE Chat, Email, and telephone.• Assisting English-speaking customers, both local and international• Liaise with Team leaders/Managers to hand over certain customer related issues• Monitoring various computers services and administering various systems• Check to ensure computer systems are operating continuously• Ensuring that all escalated queries are sent through accurately with sufficient detail to senior support hosts.• Continuously improving quality benchmarks that had been set and enhancing the value of customer retention.• Manage multiple outbound campaigns by means of phone email, chats discern queries, problems, or concerns as well their impact.• Utilize knowledge of od departmental function to improve turnaround times, communicate appropriate information to respective departments /people, understand backend functions and thus communicate more efficiently with customers (setting the expect accurately)• Conduct website checks • Ensure all set inbound and outbound targets are achieved• Enhance the value of the customer through retentions • Gambling counseling

South Africa

•Provide professional stakeholder support through attending to incoming calls from customers and respond to and resolve queries based on pre-defined standard operating procedures, and refer complex queries, and provide customers with relevant information•Provide first call resolution where possible and refer or escalate complex queries to ensure continuous customer satisfaction•Assist members with product, services and membership information through the Scheme approved protocols. Identify and escalate priority issues and route calls to the appropriate department for resolution.•Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration. Liaise with members, brokers and healthcare professionals and 3rd parties delivering exceptional customer service•Direct Members to the correct service provider when claims relate to authorizations or relevant Managed Care Providers. Record, investigate and resolve customer complaints and give feedback timeously.

South Africa

•Payroll for +-700 employees•Third party account payments .Changing employee bank records when necessary to process payments accurately. Deducting tax and insurance payments •Creating new procedure for automated time keeping compliance•Monthly purchases of journal balancing•Certified payroll reporting•Designed procedures for payroll accuracy and compliance•Implement new time keeping procedures..Initiating direct deposits •ESS Administration

South Africa

•Assist walk in center customer with their technical queries•Assist customer by resolving their billing queries and reversing incorrect billing and creating journals.•Investigate and follow up on customer’s problems•Documents steps and outcome taken•Update customer details and database.

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