Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
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MAUREEN NAMALENGA

Windhoek

Summary

Dynamic Customer Service Representative with a proven track record at MultiChoice Namibia, excelling in persuasive communication and empathy. Achieved over 90% QA scores while enhancing customer satisfaction through innovative problem-solving and adaptability. Committed to driving customer retention and delivering exceptional service in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Multichoice Namibia
Windhoek
09.2016 - Current
  • Company Overview: MultiChoice Namibia (PTY) Ltd, Registration No: 91/236, AT Registration No: 004700215. Email: Info@na.multichoice.com. Tel: +264 61 270 5222. Website: www.multichoice.com.
  • Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
  • Ensure customer education on alternative contact options.
  • Explain the payment options and process mechanism.
  • Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer.
  • Offers discounts or special deals as needed and within pre-established limits.
  • Receive and manage customer/subscribers calls through the call center (inbound, addressing their issues proactively and minimizing churn).
  • Respond to inbound calls within the prescribed turnaround times.
  • Answers inquiries by clarifying and providing desired information.
  • Provide excellent customer service.
  • Adapt to changing needs of customer.
  • Apply innovative solutions to various type of concerns/complaints.
  • Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries.
  • Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required.
  • Address complaints with the goal of increasing satisfaction and securing renewals or saves or customer retention.
  • Troubleshoot and resolve customers' problems with our product by determining the cause of the problem, then follow through with resolution.
  • Achieve and maintain proficiency with our escalation matrixes.
  • Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC).
  • Create customer interaction and ensure 100% wrap up on all customer interactions on operating systems.
  • Maintain at least 90% QA scores at all times.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • MultiChoice Namibia (PTY) Ltd, Registration No: 91/236, AT Registration No: 004700215. Email: Info@na.multichoice.com. Tel: +264 61 270 5222. Website: www.multichoice.com.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Developed positive relationships with customers through friendly interactions.
  • Implemented innovative methods for streamlining the customer service process.

Education

Grade 12 - Namibia

Dawid Bezuidenhout High
Namibia
01.2009

Skills

  • Persuasive Speaking Skills
  • Empathy
  • Adaptability
  • Ability to Use Positive Language
  • Clear Communication Skills
  • Self-Control
  • Taking Responsibility
  • Patience

Personal Information

  • Date of Birth: 12/12/91
  • Gender: Female

Certification

Currently pursuing a higher certificate in management, majoring in occupational health and safety with SATDIO

Timeline

Customer Service Representative

Multichoice Namibia
09.2016 - Current

Grade 12 - Namibia

Dawid Bezuidenhout High

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MAUREEN NAMALENGA