Bonile Mafuya
Ecommerce Consultant
Cape Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities and challenges to meet team goals.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Ecommerce Customer Consultant
Clicks Group
Cape Town
11.2021 - Current
- Making sure customers receive thier orders within given SLA.
- Assist with order cancelations by providing ways to do so.
- Lot of changes in short time with less training has proven ability to learn quickly and adapt to new situations.
- Resolve different problems within SLA while providing exceptional service.
- Assist with day-to-day queries, working efficiently and productively with all team members.
- Working well in a team setting, helping / support and guidance to my colleagues.
- Checking and arranging stock for customer.
- Help customer with missing, damaged and delayed orders.
- Refund customer where need to be be.
- Making sure the information is up to date on the website by escalating to the relevant department.
- Making sure customer receive orders within SLA.
- Helping customer to navigate on the website, escalate the problem if need to be and give feedback to the customer.
- Helping customer with utility bills and prepaid services.
- Maintaining good relationships between the courier and the customer.
- Strengthened communication skills through regular interactions with others.
Contact Center Agent
Clicks Group
Cape Town
07.2016 - 11.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of Clubcard, providing knowledgeable responses to diverse questions.
- Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
- Analyzed and escalated complaints, issues and grievances to complains resolution departments for investigation and response.
- Responded to customer requests for products, services, and company information.
- Assisted customers by answering questions relating to clubard, store, products and / online and responding to inquiries
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reached out to customers after completed a call to promote our APP and website.
- Update customer's details on our databases.
Cashier
Burger King
Cape Town
02.2015 - 05.2016
- Worked closely with shift manager to solve problems and handle customer concerns.
- Worked flexible schedule and extra shifts to meet store needs, if asked.
- Greeted customers with standard greeting on entering thr store and responded promptly to customer needs.
- Welcomed customers and helped them to choose what they need based on the information provided.
- Operated cash register for cash, discount cards, and credit card transactions with excellent accuracy levels.
- Upsold additional meals to customers to store increasing revenue.
- Counted money in my cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction dispute.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions.
- Trained new stuff on the register and all around.
- Crew members (All rounder)
Volunteer
Hoops4hope
Cape Town
01.2012 - 08.2016
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Led group discussions and activities to meet different child needs.
- Educated young people about life skills promoting humanity.
- Primary school Basketball coach.
Education
NQF Level 2 - National Certificate: Contact Center Support
PMI
Cape Town 08.2016 - 08.2017
Matric -
Phakama Secondary School
Cape Town 01.2014 - 11.2014
Skills
Customer service skills
Customer communication
Acknowledgment of customer needs
Customer Relationship Management (CRM)
Customer service-focused
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Ecommerce Customer Consultant
Clicks Group
11.2021 - Current
NQF Level 2 - National Certificate: Contact Center Support
PMI
08.2016 - 08.2017
Contact Center Agent
Clicks Group
07.2016 - 11.2021
Cashier
Burger King
02.2015 - 05.2016
Matric -
Phakama Secondary School
01.2014 - 11.2014
Volunteer
Hoops4hope
01.2012 - 08.2016