Snegugu Ngobese

I am Snegugu Ngobese, a customer centricity expert. I started sourcing clients while I was still in university. From 2014 I started sourcing clients from a boarding school for girls, located in the same city as my university. I used to manage parents and learners expectations, the parents were paying for the tutoring service, the learners were the actual client where the results would be produced from. I learnt how to manage different types of customer expectations before I joined the corporate world, which made it 10 times better for me to adapt to a more concentrated customer service environment. 

I joined an Australian-based company in 2017, servicing clients from thousands of miles away. Entering the insurance industry was a blessing for me, I started out in the emergency claims department, where clients required assistance immediately, whether their car wouldn't start, their tyre burst, their car is overheating, etc, no matter how small or big the roadside assistance needed, the client had to trust and believe that you would assist them with their predicament, which is easily determined by the type of trouble shooting questions you ask the client, after they have told you about their incident. This role improved my active listening skills, troubleshooting and fast decision making. 

I later joined the claims handling team, where I dealt with clients who have suffered a huge loss, who are in despair and just want to be delivered the service of the grudge purchase they had been paying for for years. This role taught me how to multitask and how to manage client expectations, by keeping clients in the loop and updated, using the expectations set. 

I then had the opportunity to join the sales team. I learned how to do a needs analysis and capture clients' interest by highlighting our services in correlation to their needs. I learnt that every client is different and that I need to be emotionally intelligent to be in sales in order to effectively handle sales objections, there must always be a rebuttal ready to go into play, without intimidating or bullying the client into buying from you, but rather showing them why the product or service you are providing is the best one in the market and/or the best one for them. 

I am now in a dual role, customer service and sales and my horizons have broadened tremendously. The only way to keep a client in the books of the business for the full lifeline of the contract is through customer service/experience. How the client is treated when they contact the business they are spending their money on, determines their future as a client.

 Some important questions would be: 

1. Was their inquiry attended timeously? 

2. Was the inquiry resolved effectively, coupled with a positive outcome? 

3. Was the client treated with respect and due care? / Did the client have a positive customer experience? 

4. Were any future uncertainties and/or concerns eliminated or minimized? 

5. Has the trust between the client and the business been maintained or restored?

I am very passionate about customer satisfaction and providing awesome service, I would love to be apart of a company that shares the same sentiments as I do. 

My experience include:

• Tutoring 
• Roadside Assistance
• Roadside Assistance Team Manager
• Claims Handler
• Inbound & Outbound Sales
• Inbound Sales Team Manager
• Customer Services Consultant

• FAIS Full Qualification: Generic Management Course NQF Level 5
• Class of Business: Short Term Insurance
• Class of Business: Long Term Insurance