Mbeko Soga
About Mbeko Soga
Mbeko Soga serves as the Acer Africa Technical Support Supervisor and has been with the company since 2013. He has extensive experience in customer service and technical support, having held various roles in the industry since 2008.
Work at Acer
Mbeko Soga has been employed at Acer as the Africa Technical Support Supervisor since 2013. In this role, he oversees technical support operations and ensures the delivery of high-quality service to customers across the African continent. His responsibilities include coaching staff to view incidents as opportunities for improvement and developing standard operating procedures. He also assists agents in identifying efficient methods for resolving customer queries, aiming to enhance product perception and customer satisfaction.
Current Role at BISSELL Homecare, Inc.
Since 2019, Mbeko Soga has served as the Customer Service Team Lead at BISSELL Homecare, Inc. in South Africa. In this position, he leads a team focused on delivering exceptional customer service. His experience in quality assurance and quality control contributes to enhancing service and customer interaction, ensuring that the team meets the company's standards and customer expectations.
Education and Expertise
Mbeko Soga studied at Vaal University of Technology, where he completed a program in Human Resources Management from 2004 to 2005. He also pursued studies in Computer Systems Engineering, focusing on Programming, Electronics, and Networks Systems from 2005 to 2007. This educational background provides him with a solid foundation in both human resources and technical fields, contributing to his effectiveness in his current roles.
Previous Experience in IT and Technical Support
Before his current roles, Mbeko Soga gained extensive experience in the IT sector. He worked as an IT Engineer at Regenersisplc from 2012 to 2013 and as a Projector Coordinator and IT Technician at XON from 2008 to 2010. Additionally, he served as a Technical Support and Projector Repair Engineer at Acer from 2011 to 2012. This diverse experience has equipped him with the skills necessary for managing technical support and customer service effectively.
Coaching and Quality Assurance Initiatives
In his roles, Mbeko Soga emphasizes the importance of coaching and quality assurance. He conducts training for agents on standard operating procedures and focuses on transforming negative feedback into positive outcomes. His approach aims to enhance the overall customer experience and improve the perception of the products and services offered by the companies he works for.