Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Bonile Mafuya

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

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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

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Bonile Mafuya Ecommerce Consultant