Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
References
References
Generic

Dipuo Mosia

Senior Technical Associate
Johannesburg

Summary

Detail-oriented Technical customer support associate with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience.Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience
4
4
Languages

Work History

Senior Technical Associate

Quantanite sa
04.2023 - Current
  • Answer incoming calls and respond to customers queries and emails
  • Manage and resolve customer complaints
  • Document all call information according to standard operating procedures
  • Route calls to appropriate resources or departments
  • Provide product and service information to customers
  • Research, identify, and resolve customers complaints using applicable software such as Service cloud.
  • Supported end-users with technical issues by providing prompt customer service, problem-solving skills, and comprehensive documentation on resolutions.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented support interactions for future reference.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Usage of Zendesk system/CRM systems
  • Managed high levels of call flow and responded to technical support needs.
  • Researched and identified solutions to technical problems.

Customer Care Representative

Agies-Telkom
06.2021 - 03.2023


  • Documenting all call information according to standard operating systems such as CRM and Transunion.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Store Assistant

Pep Stores
03.2017 - 05.2021
  • Admin
  • Floor coverage as well as customer assistance.
  • Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
  • Provided training to new hires on store procedures, product knowledge, and customer service best practices.
  • Supported management in executing marketing initiatives, participating in promotional events, and implementing visual merchandising guidelines.
  • Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Contributed to a positive work environment by building strong relationships with colleagues and working cooperatively on tasks.
  • Participated in weekly team meetings to discuss store performance metrics, upcoming promotions, and employee schedules or responsibilities adjustments if needed.
  • Assisted in achieving sales targets through suggestive selling techniques and knowledge of current promotions.
  • Managed returns or exchanges efficiently, adhering to company policies while prioritizing customer satisfaction.
  • Reduced shrinkage levels through vigilant monitoring of potential theft situations and adherence to loss prevention policies.
  • Resolved customer complaints professionally, turning negative experiences into positive outcomes.
  • Handled escalated customer issues, negotiating resolutions that balanced the needs of the store and the individual client.
  • Assisted with inventory control measures such as cycle counts, physical inventories, and reconciling discrepancies in stock records.
  • Facilitated smooth transactions at the cash register, processing payments accurately and efficiently.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Answered questions about store policies and addressed customer concerns.
  • Remained calm and composed in tense situations involving angry or upset customers.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Operated POS system to process payments and provide receipts.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.

Education

Grade 12 -

Diversity High School

Skills

undefined

Accomplishments

  • Training of new store assistance
  • Awarded 4 months contract to head a department in 2018
  • Awarded 4 months contract to head a department in 2019
  • Best Employee in CSAT KPI award.

Software

Zendesk

CRM Software

Teamviewer

Calabrio

Timeline

Senior Technical Associate

Quantanite sa
04.2023 - Current

Customer Care Representative

Agies-Telkom
06.2021 - 03.2023

Store Assistant

Pep Stores
03.2017 - 05.2021

Grade 12 -

Diversity High School

References

  • Shaquille Classen, Quantanite, Team Leader, 0615186347
  • Sedzani Mbedzi, Agies, Team Leader, 0836320168
  • Lindi Phahane, Pep Stores, Stock controller, 0832209139

References

  • Shaquille Classen, Quantanite, Team Leader, 0615186347
  • Sedzani Mbedzi, Agies, Team Leader, 0836320168
  • Lindi Phahane, Pep Stores, Stock controller, 0832209139

Similar Profiles

CREATE PROFILE
Dipuo MosiaSenior Technical Associate