Tinus Botha Email & Phone Number

Cape Town, Western Cape, South Africa

Cape Town Area, South Africa

-Trust & Safety Specialist which handles enterprise and large-scale event reports.-Drives changes in Trust & Safety handling workflows according to customer and reporter feedback. -Provide support to global Trust & Safety team agents in processing reports, engaging customers and driving case resolutions. -In depth analysis of escalated cases to identify abusive intent, or assist customers in ceasing abusive activity they may not be knowingly causing. -Build and maintain automated systems to assist the team in accomplishing its mission. -Train others on automation technologies and techniques to broaden the team's ability to handle its space-Provide training to new hires and training material

Cape Town Area, South Africa

- Working all reported case types such as Spam Email, Port Scanning, DoS etc- Taking action on abusive/non-responsive customers (applying throttles when applicable)- Verify proper classification of incoming abuse reports- Execute messaging to customers on best practices- Facilitates escalations to other Trust & Safety stakeholders and escalates cases judiciously to either senior Abuse Investigation & Prevention team members and/or to service teams, while continuing to monitor those escalations to resolution- Monitor queues for trends- Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation- Calls out incidents and trends to senior Trust & Safety team members and/or Security stakeholders- Assisting in training and mentoring of new members of the team to help them reach the level of high quality work expected.- Working on projects to better customer experience internally and externally.- Working with other sites around the world finding new ideas, assisting with daily handovers etc- SME for the AWS CPT Abuse Investigation & Prevention team, which involves:1.Providing assistance to the Curriculum Developers with creating or vetting raw and ready to publish training content. 2.Suggesting training topics on as needed basis

Cape Town Area, South Africa

-Providing prompt, efficient, detailed, customer-oriented service to AWS customers.-Working with other customer support teams to ensure a consistent and high-quality level of support.-Being a voice and advocate for our customers when something doesn’t feel right.-Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.-Acting as an advocate for our customer, reporting and acting on observed areas for improvement.-Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.-Assisting with customer communication during AWS critical launches and support events.-Assuming responsibility for developing detailed knowledge about specific product lines and features.-Making sure internal knowledge reference pages are updated.-Handling urgent security lock out issues of customers.-Drawing up shifts for agents for specific queues.-Taking charge of tracking stats and reporting to the leadership team.

Cape Town Area, South Africa

Fast paced meet and greet of customers returning vehicles, providing invoices and administrative work to ensure all agreements are closed of and all vehicles has been accounted for.Involves:-Assisting in meeting and greeting of customer on a daily basis-Mentoring staff newly out of training-Monitoring movement of vehicles -Communicating with dispatch yard -Administrative work (closing of rental agreements, investigation of damage reports etc)-Ensuring security of vehicles -Keeping track of lost and found items-Managing team when supervisor is off work-Explaining charges