At Merchants Dimension Data, I handled high-volume inbound and outbound customer queries by phone and email.
I resolved billing, technical, and service enquiries, achieving 90%+ customer satisfaction and reducing average handling time by 15%.
I recorded interactions in CRM, followed up on customer issues, and worked with my team to meet service level agreements and daily targets.
I also de-escalated difficult calls and supported customer retention. My experience includes complaint handling, first-contact resolution, and email support.
