Robin White Email & Phone Number

NIMBIS, a product of Concourse IT (Pty) Ltd, is a Software as a Service system enabling Insurers, Administrators, UMA’s, Brokers, and other Intermediaries to collaborate on a single platform during the underwriting process. Accredited and integrated with various Insurer rating engines and third-party systems, NIMBIS allows clients to build, distribute, and underwrite diverse Insurance products.Primary Responsibilities:• Manage the help desk team and evaluate staff performance continuously.• Ensure timely, accurate client service, adhering to the highest standards and SLA parameters.• Recruit, train, and support help desk representatives and technicians.• Set specific client service standards, striving for excellence.• Enhance client support by actively responding to queries, handling complaints, and managing escalations.• Establish best practices throughout the technical support process.• Follow up with clients to identify areas for improvement via one-on-one interactions and online satisfaction surveys.• Develop daily, weekly, and monthly reports on help desk productivity, reporting to internal teams and senior management.• Deliver face-to-face and online client support as needed.• Act as a liaison between clients (brokers, administrators, UMAs, and insurers) and Concourse IT teams to ensure optimal service levels.• Collaborate with support and business teams on forthcoming implementations, managing client expectations during setup, implementation, and training until handover to support.Accountable for all KPIs across the customer journey, lead customer experience strategy, and manage insurer activity portfolios. Develop and implement customer communication and engagement plans to boost conversion rates. Innovate brand experiences, ensure customer satisfaction at all touchpoints, and embed relevant metrics in events and activities. Understand the competitive environment and customer needs, and work creatively with strategic goals.

Sandton

• Assist client with queries on CCTV solutions.• Deal with Irate clients concerning product after-sales queries.• Manage and control daily administrative functions and process control• Maintain all the companies’ servers and Cameras in and around the company.• Manage the call centre (Inbound and outbound)• Manage day-to-day activities with staff and clients.• Quality control, KPI, and monthly training to all staff.• Possess in-depth knowledge of security products and systems.• Responsible for technical support and introducing new product features to clients.• Consulting or answering inquiries of clients regarding Hikvision products and solve technical problems;• Provide technical training to employees of clients to help them improve their level of technology.• Compile technical documents about the products, technology and solutions of Hikvision.• Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions.• Liaise with sales staff, analysis of the practical needs of clients, and provide a complete project plan.• To coordinate resources, and provide technical support.

Afrihost Hq · 376 Rivonia Boulevard · Sandton · Gauteng.

• Troubleshoot ADSL & Mobile Broadband services,• Web Server and Mail related problems (This includes PHP, ASP, ASP.net, MySQL, MSSQL, IIS, Apache)• Mobile Data and Voice• Security and safety standards with IT, after sales service and client service at a professional level, general• Queries, assisting with retention of clients.• Fiber Technical support, provide feedback on existing queries.• Dealing with service providers for clients installation and Migrations• Managed my own team and management responsibilities on a daily basis.• Dealt with KPI for all staff and teams.• Training for new and current staff on products and procedures.• Manage the support floor when manager not available.• In charge of the overtime team on weekends and after hours.

Randburg, Gauteng, South Africa

• Manage, supervise and coordinate day-to-day running operations and in-house procedures, staff • Management, sales, merchandising, sale promotions, telesales, administrative functions, security and safety standards, after-sales service and customer service at a professional level.• Maintain a broad base of industry, product and technical knowledge, providing client education on products at a high level.• Built a loyal client base by providing consistent support and product information.• Work with the entire sales and technical team to develop a friendly, service-orientated atmosphere on the floor.• Attend to client complaints and requests, proving the required product and service.

City Of Johannesburg, Gauteng, South Africa

Technical Repairs Manager, Repairing of Cellphones, Managing Technical and book in Centres