Mr Luxolo Nyangweni

Utilities (UK Water Retailer).
- Re-send invoices to customers
- Action change of tenancy (move in/out)
- Debt collection and negotiate payment plans on accounts with arrears
- Update meter reads and rebill accounts
- Ensure data cleansing on each account being worked
- Adhere to GDPR and compliance at all times
- Dealing with 3rd parties on accounts under litigation
- Ensure exceptional customer experience by listening attentively
- Working with 3rd parties regarding disconnections/reconnections of water supply
- Accept payments over the phone
- Promote self-service and post call surveys

Utilities (UK Electricity & Gas).
- Adhere to GDPR for compliance purposes
- Updating meter reads and provide benefits thereof
- Debt collection (soft collections)
- Provide exceptional customer experience
- Liaise with 3rd parties regarding maintenance of meters
- Arrange meter replacements and relocations
- Update customer details
- Signpost customers with payment difficulties to national debt line
- Re-send invoices to customers
- Explain billing to customers

Telecommunications (USA Mobile & ISP).
- Adhere to GDPR for compliance purposes
- Troubleshoot connectivity issues
- Ensure exceptional customer service by applying correct process
- Promote NPS surveys to customers
- Servicing inter-departmental customers
- Assist technical support engineers by booking appointments

Retail/E-commerce (UK Online Store).
- Track status of orders
- Assist with editing online orders (applying manual discounts)
- Raise/report missing parcels
- Action recovery orders
- Accept payments
- End-to-end complaints resolution
- Educate customers to ensure exceptional customer experience
- Follow up with relevant departments on complaints past SLA

Delivery/Courier (UK Courier Company).
- Track parcels out for delivery
- Liaise with relevant depots and drivers in case of late deliveries
- Investigate missing parcels and provide feedback to affected customers
- Escalate unresolved queries to relevant departments
- Data cleansing on each account being worked to ensure accurate customer information is updated
- Annotate accounts to comply with campaign processes and policies

Retail (Contact Customer Centre).
- Resolve in-store customer complaints by liaising directly with relevant store managers
- Escalate complex complaints to departmental technologist for resolution
- Ensure exceptional customer experience as per company standards
- Ensure complaints SLAs are adhered to
- Achieve required KPIs
- Take over unresolved long standing general complaints
- Assist with online orders when required
- End-to-end (telephony, email & chat) customer queries
- Process refunds and compensations (GOGW) as per procedures

Telecommunications (Local ISP).
- Assist customers with SIM swaps
- Ensure customers receive all information required
- Troubleshoot connectivity issues
- Explain billing to customers
- Update customer details on accounts
- Assist prepaid and post-paid (contract) customers with queries
- Allocate data and airtime to missed allocation accounts

Debt Collection (Local and Swaziland accounts).
- Early and late stage debt collection
- Understand reasons for non payment
- Negotiate account settlements
- Update customer contact details
- Work off dialer accounts if/when required
- Refer dormant accounts to the relevant department