Providing excellent client service

Born in Rundu, Reinholdt Sibolile is the youngest of three siblings. He grew up in five different Namibian towns. He graduated from Windhoek's Khomas High School and sees himself as an accomplished alumnus of Khomas High.



Sibolile earned his accounting diploma from the University of Namibia (Unam). He is now pursuing his accounting degree. Before joining Old Mutual, he worked as a call centre adviser at Mobile Telecommunications Company (MTC), which he considers having been a terrific experience that helped shape his career in customer service.



He currently works as a unit trust agent and oversees the provision of service to all internal and external unit trust clients.



Exceptional focus



Sibolile underlines that quality of service is a key function of any business and that it is an aspect that Namibians overlook when delivering services to clients.



He therefore focuses on providing exceptional service delivery. He adds that he is part of a team that speaks the same language in service delivery across the board.



"Helping clients, and just that feeling you get when a client is happy and shares their compliments, I enjoy that," said Sibolile.



Challenges

For him, the biggest challenge currently at work is an external issue with network providers. When the internet connections fail, it prevents the team from providing any services, whether to external or internal clients.



Sibolile shared that despite loving what he is currently doing, this has not always been the career path he envisioned for himself.



When he was in high school, he was determined to pursue a profession as a geologist since he believed it to be one that was underrepresented in the job market. After some experience in the field, he realised, however, that he did not want to pursue this as a full-time career.



Advice to the youth



"You should not put specific time frames on the major events in your life. Whether it is your career development, relationship, owning a certain type of car or house, or if you desire to have children, you must be fully aware of how life can be very unpredictable," said Sibolile.



He added that having all these things in mind is one thing, but trying to achieve them at certain stages of your life is another story altogether.



Lastly, Sibolile highlighted that a client’s experience will determine whether a client will return to do business with you or not, so providing great service, whether to a new or returning client, is essential to any line of business.