Customer support specialist with experience assisting customers telephonically, via email, and in-app support. I’ve worked as an assistant team leader doing the following:

Monitoring agents KPI metrics daily.

Providing QA and customer disatisfaction daily feedback to customer support agents.

Conducting coaching and shadowing sessions for agents if processes were not followed by the agents or if knowledge gaps are picked up.

Compiling and updating team documents to keep track of agents stats.

Assisting drivers with billing issues via in-app chats and email through Zendesk and Beehive.

Providing tech support for drivers regarding app issues via in-app chats and email through Zendesk and Beehive.

Updating and capturing drivers details on the system.

Assisting driver blocked accounts.

Monitoring phone support queues during weekends and late shift.

Checking work attendance and reporting any absence to team leader and operational manager.

Setting up meetings and taking meeting minutes.

Doing any daily tasks assigned to me by the team leader.

Standing in as an acting team leader whenever team leader is on leave.

Compiling and updating monthly reports for South African market through Google sheets, Microsoft PowerPoint, Excel, and Word.