Eufi Tshibangu

BILINGUAL CUSTOMER SERVICE PHONE AGENT

• Manage all customer complaint calls professionally and effectively to increase customer satisfaction.
• Gather the appropriate information required for the customer service team to ensure the timely completion of traces for each tracing inquiry
• Respond in a timely manner to internal and external customer inquiries related to shipment status, proof of delivery

BILINGUAL CHAT AGENT

• To provide professional and timely response to customer inquiries on shipment status, ensuring service failures are minimized where possible and the customer is kept informed of progress throughout
• Manage all customer complaint email professionally and effectively to increase customer satisfaction.
• Respond to all chat interaction within 10 seconds of receiving the chat.
• Multi task with 2 chats and various systems
  To provide professional response to inquiries on shipment status
• Support Email and Contact Center when requested

BILINGUAL BROKERAGE CLERK SPECIALIST

• Obtaining Power of attorney for DHL to clear goods for Regular customers and Business owners
• Assigning freight in CAIA to different brokers (BTO)
• Contacting clients for broker info
• Reviewing paper work for correct Importer of Record and contacting IOR for broker info or POA

BILINGUAL ACCOUNT RECEIVABLE SPECIALIST

• Processed customer payments accurately and efficiently.
• Resolved customer complaints in a timely manner.
• Handles customer accounting queries received by means of inbound queue and email correspondences.
• Respond, investigate and resolve customer queries and disputes by using appropriate tools, resources and systems
• Log and update details into customer accounts using the application SAP.
• Work with other finance team to provide updates on the status of disputes pertaining to account holders portfolio.

• Conducted outbound calls over the telephone with a wide variety of Canadians
• Exercised courtesy and professionalism to all respondents
• Ensured confidentiality of all collected data
• Entering participant responses into the computer system.

• Outgoing calls/emails to accounts payable to obtain A/P email addresses
• Assist with small projects as requested
• Answering/transferring incoming calls
• Generating invoices, and mailing them to clients
• Monitor customer past due accounts and make the appropriate collections effort in a timely and professional manner
• Processing credit card payments
• Monitor customer requests and emails regularly to ensure any issues are resolved and any billing and payment discrepancies are addressed.

• Resolve all inbound and outbound support requests per established guidelines
• Successfully sell CCR products to established customers via multiple customer contact channels through up-selling and cross-selling
• Utilize effective communication skills to ensure customer expectations are successfully achieved
• Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction
• Escalate customer issues within established guidelines to ensure timely resolution
• Assist with projects per business needs.

• Administered surveys through the phone to businesses and individuals to gather information for analysis purposes
• Assisted with onsite tasting samples
• Data entry, enter individual's responses from a paper survey into a computer database.