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Emmanuel G. — Senior Customer Support Specialist from South Africa

Emmanuel G.

Senior Customer Support Specialist

South Africa 1-2 years
Open to offersNew to Platform
Languages
English
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About

Emmanuel G. is a seasoned Customer Service Specialist with over a decade of experience spanning various industries, including financial services, emergency response, and contact center operations. Based in Johannesburg, South Africa, Emmanuel excels in handling high-volume customer environments with a focus on complaint resolution, stakeholder communication, and SLA management. His expertise includes both inbound and outbound support, leveraging virtual tools and CRM systems for efficient client interactions. Emmanuel's professional journey includes roles such as an Emergency Resource Officer at ER24, and Consumer Operations Support at TransUnion. He is adept at cross-industry operations, facilitating technical troubleshooting, customer retention, and sales support. Emmanuel has proven his ability to maintain strong client relationships, backed by his work as a Customer Service & Sales Representative at Outworx and as a Design Advisor with Tile Africa Centurion. His technical proficiencies include the Microsoft Office Suite, remote support tools, and CRM systems, empowering him to deliver exceptional service in both remote and hybrid work settings.

Experience

  • Emergency Resource Officer

    ER24 · 2023 — Present
    Coordinated and dispatched emergency response teams for both emergency and non-emergency situations. Monitored incidents while ensuring effective communication among stakeholders and response teams. Maintained readiness of emergency resources, inventory records, and equipment allocation. Delivered professional client communication alongside accurate incident updates, while complying with emergency response protocols, safety standards, and reporting requirements.

  • Consumer Operations Support

    TransUnion · 2022 — 2023
    Managed customer support queries and resolved complaints in alignment with agreed SLA timeframes. Conducted quality checks along with reporting on ticket closures and onboarding documentation. Provided system training and technical support for clients, while collaborating with internal stakeholders to enhance operational efficiencies. Managed RFQs, tenders, and service documentation with careful attention to detail, and supported customer onboarding while nurturing strong client relationships.

  • Customer Service & Sales Representative

    Outworx · 2021 — 2022
    Handled inbound customer service and sales inquiries through phone, email, and chat channels. Converted customer inquiries into sales opportunities and generated leads, working under strict client SLA requirements and daily performance targets while supporting customer retention and upselling initiatives.

  • Design Advisor / Contractor

    Tile Africa Centurion · 2018 — 2021
    Advised clients regarding product selection, design layouts, and installation requirements. Managed customer relationships for retail and contractor accounts while handling complaints, cross-selling, stock management, and showroom optimization. Conducted quality control reviews and provided coaching support for consultants.

  • Customer Service Representative / Private Banker / Administrator

    FNB (First National Bank) · 2012 — 2018
    Managed customer service operations, banking administration, and support for financial products. Assisted with testing banking systems, documented system issues, and provided support to high-profile clients while addressing escalated complaints. Performed quality assurance and coaching for new staff members, and contributed to cross-selling initiatives in banking and investment products.

  • International Sales Representative

    Blakes International / 3 Mobile · 2010 — 2011
    Managed sales activities directed at UK-based customers. Built tailored product solutions that aligned with customer needs while developing effective communication and rapport-building skills within multicultural environments.

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