Alita Mgoqi
Johannesburg,GP
Summary
In my past roles, I’ve consistently focused on ensuring that customers feel valued and supported. For example, while working in a customer service position, I actively advocated for the products I supported by educating customers on their full potential. I found that being genuinely enthusiastic about the product made a big difference in building trust and rapport, especially when explaining features that could add real value for customers.
As a problem solver, I prioritised understanding the root of customer challenges to provide tailored, efficient solutions. I worked closely with our product and engineering teams, sharing feedback from customers that could drive improvements or fixes. This collaborative approach not only helped our customers get quick resolutions but also fostered a sense of partnership across departments.
I believe that service quality is defined not just by speed but by attentiveness and friendliness. During particularly busy periods, I remained calm and solution-oriented, responding to customers with empathy and clear communication. This approach allowed me to consistently meet high customer satisfaction ratings and fostered a loyal customer base, who appreciated the dedication to both efficiency and kindness.
Overview
6
6
years of professional experience
Work History
Customer Service Support Agent
EXL Service
05.2022 - 09.2024
- Providing exceptional, professional customer service support to existing and potential clients
- Deliver prompt, clear and empathetic support via phone calls and emails
- Guide clients in navigating and understanding their investment accounts
- Complaints handling in a professional manner and provide effective solutions
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
- Verification of customer documents
- Back office administration
- Striving for first call resolution
- Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
Customer Service Representitive
Webhelp SA
06.2019 - 11.2021
- Assisting customers with online shopping and placing orders with attention to details and quality of the products. X
- Taking payment towards their credit accounts
- Arranging returns
- Investigate possible fraudulent activities on accounts
- Liaise with internal and external departments via phone and email
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Front Of House/ Hostess
The Table Bay Hotel
01.2019 - 05.2019
- Welcoming of guests
- Taking beverage orders
- Answered customer questions about hours, seating, and menu information.
- Make reservations
- Assisting with clearing and setting up of tables
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- In charge of the juice station and washing of glasses and cutlery
- Responsible for cash ups at the end of a shift
Debt Collector
Truworths Head Office
06.2018 - 12.2018
- Arranging PTP( Promise to Pay) dates
- Collected on delinquent accounts to reduce overdue balances.
- Advise and educate debtors on how to maintain a good and clear credit score record
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
High School Diploma -
Oaklands High School
Cape Town, South Africa12-2012
Skills
- Interpersonal Skills
- Active Listening
- Communication
- Attention to detail
- Time management
- Teamwork and collaboration
- Multitasking Abilities
- Active listening
- Customer Service
- Problem-solving
- Complaint handling
- CRM software
Languages
English
isiXhosa
Afrikaans
isiZulu
References
- Ayanda Qenge, Manager, EXL, 0814371113
- Cleavon Goordeen, Team Leader, Webhelp SA, 0761139546
- Nabeel Fakier, Manager, Webhelp SA, 0846470063
- Waseem Davids, Team Leader, Webhelp SA, 084434083
- Vusi Makani, Supervisor, The Table Bay Hotel, 4074942934, Vusi.makani1@gmail.com
Hobbies and Interests
- Teach English
- Listen/watch Informative Podcasts
- Journaling My Thoughts
Volunteer Experience
I used to volunteer my time in teaching kids from my township how to read and write English at our local library when I was still in University studying towards a Marketing diploma. Unfortunately our Library has closed down due to numerous break ins and sadly the old lady that granted me that opportunity has since passed.
Timeline
Customer Service Support Agent
EXL Service
05.2022 - 09.2024
Customer Service Representitive
Webhelp SA
06.2019 - 11.2021
Front Of House/ Hostess
The Table Bay Hotel
01.2019 - 05.2019
Debt Collector
Truworths Head Office
06.2018 - 12.2018
High School Diploma -
Oaklands High School
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