Cerishna Rooks
Customer Service Agent
Cape Town
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Customer Service Representative
RCS
Cape Town
06.2016 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Admin duties (sending letters, balance reversals, account adjustments and communication with customers via email)
Line Packer
Rhodes Food Group
Wellington
03.2016 - 05.2016
- Decontaminated work areas using sprayers to apply cleaning and disinfecting solutions.
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
- Determined and resolved equipment problems through troubleshooting.
- Quickly and properly wrapped and boxed and items, maintaining uniformity to meet fulfillment targets.
- Completed daily orders with expert picking and packing of shipments.
- Wrapped and packed perishable food in boxes based on quality and quantity.
- Protected materials for transport by correctly packaging products in boxes and crates.
Education
GED -
Wellington High School
Wellington,South Africa 01.2011 - 11.2015
Skills
Microsoft Office Suite proficiency
Exemplary work ethic
Customer Relations
Empathetic and genuine
Service-oriented self-starter
Complaint resolution
Ability to work under pressure
Outstanding communication skills
Administrative support
Conflict resolution
Certification
120 HR TEFL Certificate
Interests & Activities
- Music &Singing
- Run my own YouTube Channel where I upload song covers. I enjoy doing this because it has helped me with my self-confidence and also allows me to showcase one of my talents.
Timeline
120 HR TEFL Certificate
06-2022
Customer Service Representative
RCS
06.2016 - Current
Line Packer
Rhodes Food Group
03.2016 - 05.2016
GED -
Wellington High School
01.2011 - 11.2015