He is moulded by the call center into a better individual
An internship programme granted Kaxwadi his first real-life, hands-on platform to explore the IT world.
26 February 2021 | People
Leslie Kaxwadi is a computer science graduate from the Namibia University of Science and Technology. He graduated in 2017. As a part of his course requirements, it was a pre-requisite to complete his studies if he enrolled in an internship programme. Because of this, he got an opportunity to fulfil that with the Windhoek Central Hospital as an intern IT technician. Kaxwadi adds it was quite an exciting opportunity as it was his first real-life, hands-on platform to explore the IT world.
He says the scope of work at the Central Hospital was quite broad; he equipped himself with extensive IT experience in a short time. After that, he did not pursue a career further into the IT industry but diverted into the customer service industry through MultiChoice Namibia where he is currently employed as a customer service representative in the call centre. “MultiChoice has allowed me to uncover my hidden potential as a young professional,” he says.
He says being in the call centre has moulded him into being a calm, focused and detail-oriented individual who is always eager to find solutions to clients’ queries and making their satisfaction a priority - hence, coupling the experiences he picked up both at the Central Hospital and MultiChoice Namibia. He is looking forward to pursuing a career in a dynamic orgaisation that is willing to benefit from the combination of IT with a fusion of customer service from a world-class industry player (MultiChoice).
Kaxwadi’s job entails answering incoming calls and attending to customers’ emails, managing and resolving customer complaints, identifying and escalating issues to supervisors, providing product and service information to customers as well as providing and promoting self-service platforms and many more.
When asked about his challenges and accomplishments, he said that it would be the transformation of working from home as opposed to the traditional office environment. “It was quite a struggle to adapt to a less formal setup where you are expected to deliver the same results with limited resources and support,” he said.
His biggest accomplishment could be staying on the “Green” in terms of all the key performance metrics since he started at MultiChoice. It is quite a struggle for many as some of the poor results originate from system failures and downtimes, but with a resilient mindset, he conquered.
His day starts with a cup of coffee then he opens his emails to get a heads-up and crucial updates. He then opens all the necessary systems and applications that he works with and test for potential glitches. Once that is done, calls start trickling in and the ball starts rolling.