Candidate Profile

    Roo0480

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    About

    Dedicated and self-motivated professional with exceptional problem-solving ability, critical thinking, and customer service skills. Offering over ten years of work experience across the IT sector and the Hotel Sector. Strong communication skills to collaborate effectively with both technical and non-technical colleagues and clients. Dedicated to helping customers resolve issues and cultivating a positive image of the company and excels in both team environments and alone. Joseph has a proven track record of serving as an effective liaison between companies and their potential and current clients. He works to keep and increase customer satisfaction with every interaction and understands the importance of delivering the mission of a brand with every action and interaction that takes place.

    Proficient in

    Microsoft Office SuiteOffice 365 and Windows 10 AWSAzureGoogle Cloud SharePointZendeskActive DirectoryMicrosoft Hyper-V Opera Hotel ManageEffective Time ManagementAbility to Work in a Team & IndependentlySIP/ Telephony infrastructure consultant experienceCustomer Service/ Leadership SkillsHighly Motivatedresponsible & reliableHighly Organized SAP & AWS Microsoft Products & Google Suite ISM ServiceDesk tool/ WFM Management FibreWIFIDial UpLTEADSLCable SCCM & JIRA/ Unix/ Linux/ Core Java Knowledge of POPIA Act/ SaaS Global Distribution System VOIP (Avaya) / IP PBX/ SIPTCP/IP protocols and LAN/WAN configuration
    International

    Yes

    Availability

    Part-time or Full-time

    Experience

    13 years

    Previous Roles

    2

    Work History

    Senior Client Success Executive
    Senior Enrollment Advisor

    Key Responsibilities in Most Recent Role

    Job Title: Senior Enrollment Advisor

    13 years
    • Work on systems Salesforce & G-Suite.
    • CRM tools to assist customers including Hubspot CRM.
    • Provide world-class service to Customers and guests via telephone, email and Whatsapp.
    • Be a point of escalations from Support and resolve issues to a highest possible satisfaction.
    • General experience in SAP Success Factors.
    • Explain complex information in a simple way to a variety of customers.
    • Work with other teams to find best solutions, resolve queries, and lodge resolution claims.
    • Identify and use opportunities to increase customer retention and satisfaction.
    • Feel empowered to make a decision on refunds and good will gestures using logic, company procedures and market knowledge.
    • Contribute ideas to further improvement of processes and overall experience of customers and guests.
    • Be a mentor and role model to junior team members.
    • Lead the shift when the team leader isn’t present.
    • Handling escalations and complaints within tier and providing support to Team Leader.
    • Managing inboxes and delegating cases

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