Busisiwe Hlatswayo
Customer Service Associate
Boksburg
Summary
Results-driven Customer Service Representative with 4 years of experience in fast-paced, high-volume environments. Skilled in resolving complex customer issues with empathy and professionalism. Proficient in utilizing CRM systems to track interactions and ensure seamless service delivery. Recognized for enhancing customer satisfaction through clear communication, active listening, and problem-solving. Excited to bring expertise and dedication to a dynamic team focused on exceptional customer experiences.
Overview
4
4
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work History
Customer Care Representative
Quantanite
Sandton
03.2025 - Current
- Proficient in Slack, Google Workspace, Microsoft Teams, and other collaboration tools.
- Skilled in copywriting, proofreading, and ensuring high standards of accuracy and detail.
- Strong time management and organizational abilities in fast-paced environments.
- Committed to responding promptly to customer needs, and escalating issues when necessary.
- Experienced in identifying and mitigating potential PR risks through proactive support.
- Delivering high-quality support across email, live chat, and voice.
- Communication skills, both written and verbal, and a passion for creating positive customer experiences.
Customer Care Representative
FedEx
Boksburg
04.2024 - 02.2025
- Provided excellent customer service by greeting customers warmly, and responding promptly to their inquiries via phone, chat, and email.
- Assisted customers with placing orders, processing payments, and providing technical support as needed.
- Troubleshot and resolved customer issues, escalating more complex problems to management when necessary.
- Input accurate and timely information into systems, and use appropriate tools to deliver standard reports.
- Built and maintained excellent relationships by proactively investigating customers' specific needs, and following up as required.
- Monitored inventory levels, and placed orders for additional supplies as needed.
- Coordinated and collaborated with internal teams to provide a seamless, outstanding customer experience.
- Trained new employees in proper procedures and protocols.
Customer Care Representative
Dash BPO
11.2021 - 11.2023
- Correctly manage time during contact without neglecting quality objectives (doing the job correctly with efficiency).
- Show in each contact active listening, reading disposition, kindness, empathy, enthusiasm, patience, and added value / extra mile for end-user satisfaction.
- Achieve resolution in the first contact according to their empowerment, and assertive escalation when required (sense of urgency).
- Use common sense and a critical mind.
- Comply with defined procedures and the correct use of work tools.
- Commitment to continuous improvement and compliance with the improvement actions agreed upon with your superior in a timely manner.
- Comply with security and confidentiality policies defined by the company and our client.
- Report immediately to your immediate superior any incident or event that prevents you from performing your job duties.
- Report immediately to your immediate superior or management team any incident or event that exposes the safety of the staff, the client, or the company.
- Perform any function or task at the request of your immediate supervisor.
Education
NCV LEVEL 4 - Marketing
Ekurhuleni West TVET College
Boksburg, Gauteng11.2018
Skills
Effective communication skills
Confident and professional speaking
Clear and concise messaging
Understanding customer needs
Effective strategic decision-making
Effective complaint management
Issue escalation judgment
Effective multitasking abilities
Proficient in CRM tools
Customer issue resolution
Comprehensive understanding of offerings
Experience with ticketing systems, live chat platforms, and help desk software
Certification
Bravo Zulu, FedEx, 01/01/24
Timeline
Customer Care Representative
Quantanite
03.2025 - Current
Customer Care Representative
FedEx
04.2024 - 02.2025
Customer Care Representative
Dash BPO
11.2021 - 11.2023
NCV LEVEL 4 - Marketing
Ekurhuleni West TVET College