Kaje - Customer Care - Johannesburg, GP, South Africa

Mbombo Kaje

Johannesburg, GP, South Africa

Services

Customer Care

Work History

Business support agent

MULTICHOICE AFRICA

August 2011 - July 2013

Position Organization Period
Business support agent MULTICHOICE AFRICA August 2011- today
Duties as Business support agent
• UAT testing
• Assist and support the DR team during testing
• Providing support on all third party systems: Africa Communicator (bulk SMS & DSD) - AOS -Clickatell- EVD- RTTP- MyGate.
• Compiling monthly report
• Escalating issues to the vendors
• Troubleshooting of decoders (DSTV, DSTV Mobile and GOTV)
• Fieldtrial
• Administration and maintenance of system applications and databases
• SLA management of all internal and external suppliers and supplier contracts
• Co-ordination of system (third party systems)
• Attendance to SLA meetings with vendors
• Provide assistance to customer care business units
• Participation in projects
• After hours standby work
• Onsite presence during P1 & Sev1 incidents until resolution of problems
• Research methodologies


Other Systems knowledge
• IBS
• E-Gain
• IVR
• Rightfax
• Q-Finity

Supervisor Telephone Cell
Kediboni Tracey 011 289 3000 0766969548

Position Organization Period

Editor [French editor]

EPG

December 2009 - January 2010

Training duration: 2 months

Duties French EPG Editor
Generate EPG for French channels on all platforms W7 & C - Band for the following channels:

• TV5
• Canal + Horizons
• Planète
• Canal + Comfort
• Cinecinema
• Tiji
• RTL9
• 13e Rue
• Sport Plus
• TBN
• Boomerang
• France 24
• TF6
Supervisor Telephone
Soraya Carter 011 289 42 13

Position Organization Period

French Call Centre Representative

MULTICHOICE AFRICA

January 2007 - January 2011

Supervisor Telephone
Mbuyi Kaumba 011 289 34 76

Duties as French Call centre Representative

• Welcome Subscribers
• IBS (Integrated Business System),
• Sales Products and Services
• Welcome Subscribers
• Maintain & Update Customers Account
• Activate Services
• Disconnect/Reconnect/Cancel Products Edit Accounts
• Promote Channels
Sales (Subscriptions-Smartcards- Decoders)
• Provide Customers with Billing Information
• Troubleshooting of decoders (DSTV- DSTV Mobile- DTT)
• Online Assistance
• Liaise with Command Center for any Technical Problem
• Client Liaison (draft letters via email or fax)
• Process payments
• Send daily shift report
• Train new recruits
• Account reconciliations
• Subscription adjustments
• Bad Debt Written off


Position Organization Period

Call centre representative

MULTICHOICE SOUTH AFRICA

January 2004 - December 2006

Duties as call centre

• Welcome Subscribers
• IBS (Integrated Business System)
• Sales Products and Services
• Welcome Subscribers
• Maintain & Update Customers Accounts
• Activate Services
• Disconnect/Reconnect/Cancel Products /Edit Accounts
• Troubleshooting
• Promote Channels
• Sales (Subscriptions-Smartcards- Decoders- DCC)
• Account reconciliations
• Debtor to debtor transfers
• Subscription adjustments
• Captured journals
• Bad debt written off
• Train new recruits


Position Organization Period

Filing clerk

Department of Education

April 2003 - May 2003

Reasons for leaving: Temporary assignment with Emmanuels
Duties as filling clerk
• Filling bursaries applications
• Capturing applications

Position Organization Period

Call centre representative

NEDCOR

January 2001 - December 2001

2001
Reasons for leaving: Temporary assignment with TOWER GROUP
Contact: Jenni Lord on 011 880 46 10
Duties as call centre representative:

• Credit card activations
• Update customers details
• Sales of credit card devices via telephone

Achievements within Multichoice Africa
• Received reward for best performer and excellent customer services (2007-2008-2009-2010)
• Received recognition award for excellent services (2007-2008-2009-2010)
• Currently a French trialist: testing French channels and software on W7 for BTD
Coordinator for the finalist of the CNN African Journalist Awards in 2011
Contact: Caroline Creasy (Africa Corporate Affairs Manager)
Telephone: (011) 289 3081
Duties:
• Insured wellbeing of finalists
• Provide daily programs
• Checklists (hotels, venues and transportation)
• Escorting finalists to all venues
• French interpreter for French speaking journalists

Qualifications & Certifications

Business French

UNISA

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