About Ngonidzashe Chazawo

  • Highest Qualification Bachelor's Degree
  • Gender Male
  • Viewed 10

About me

CUSTOMER SERVICES REPRESENTATIVE, MEDIA PRACTITIONER, ADVERTISING, MARKETING, GRAPHIC DISIGNING, COMMUNICATIONS, VIDOEGRAPHY, FREELANCE JOURNALIST.

 

Highly motivated, a goal-driven Customer Services Representative with 4+ years of experience I am currently a Contact Centre Manager/Supervisor. I am also a Communications and media practitioner in Marketing and Advertising. Proven track record of excellence with an ability to work in a time- sensitive environment, handling multiple tasks simultaneously. I am also an active team player. I intend to find a position where I can expand my skills and abilities upon the field of Customer Experience, Communications,Media and Marketing

Education

Experience

  • 2019 - 2020
    CassavaSmartech/ Ecocash Holdings

    Customer Services Representative

    Providing introductory information to new customers
    Ensuring that customers are satisfied with products or services
    Letting customers or clients know about additional products or services
    Determining the quickest, most effective ways to answer a clients or customers questions
    Escalating queries and concerns
    Troubleshooting common issues with a product or service
    Working with a team of CSRs and other departments to find appropriate solutions
    Handle specific Inbound/Outbound calls from customers
    Recognize individual customer service needs and resolve their inquiry
    Provide resolutions at the first point of contact, avoiding transferring the callor having customers call again
    Handle complaints and call out any issues where appropriate
    Provide excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerablecustomers
    Maintain and update customer-related information systems to ensure that ourclient holds accurate records; collect and access appropriate information relevant to the type of call
    Respond to customers through a variety of channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate
    Acquire detailed knowledge of product ranges and services to provide excellent service
    Serve customers across the product portfolio and resolve a wide range of common inquiries

  • 2020 - 2022
    CassavaSmartech/EcocashHolidngs

    Customer Services Representative/ Customer Experience Agent

    Providing introductory information to new customers
    Ensuring that customers are satisfied with products or services
    Letting customers or clients know about additional products or services
    Determining the quickest, most effective ways to answer a clients or customers questions
    Escalating queries and concerns
    Troubleshooting common issues with a product or service
    Working with a team of CSRs and other departments to find appropriate solutions
    Handle specific Inbound/Outbound calls from customers
    Recognize individual customer service needs and resolve their inquiry
    Provide resolutions at the first point of contact, avoiding transferring the callor having customers call again
    Handle complaints and call out any issues where appropriate
    Provide excellent customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerablecustomers
    Maintain and update customer-related information systems to ensure that ourclient holds accurate records; collect and access appropriate information relevant to the type of call
    Respond to customers through a variety of channels including telephone (both inbound and outbound), internet, and written correspondence as appropriate
    Acquire detailed knowledge of product ranges and services to provide excellent service
    Serve customers across the product portfolio and resolve a wide range of common inquiries

  • 2022 - 2022
    Belvedere Medical Centre

    Contact Centre Agent

    Providing introductory information to new customers
    Ensuring that customers are satisfied with products or services
    Following up with clients or customers to check that they’re still satisfied with our services.
    Take clients calls and provide accurate answers to the client’s queries and concerns on a daily basis
    Provide accurate information regarding BMC and SAVELIFE products and make sales
    Attending to outbound calls and any subsequent inquiries
    Banking of all funds and payments done through the call contact centre.
    Submit daily reports to the Contact Centre Manager for review.

  • 2022 - Present
    Belvedere Medical Centre

    Contact Centre Manager

    Develop objectives for the Contact Centre’s day-to-day activities
    Management of Social Media Platforms (Facebook, Instagram, WhatsApp and Linked-In
    Management of Outbound and Inbound customers services representatives
    Evaluating, Reviewing, Analyzing daily, weekly and monthly data and statistics.
    Management of Telemarketing and Outbound Sales
    Assigning of Skillets
    Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    Collect and analyze Contact Centre statistics (sales rates, costs, customer service metrics etc.)
    Monitor and improve ordering, telephone handling and other procedures
    Evaluate performance with key metrics (quality, call-waiting time etc.)
    Reporting to the CEO on Daily, weekly and monthly Progress.

Expertise

Customer Services, Customer Representative, Social Media Marketing

Languages

English
Proficient
Shona
Proficient
 
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