Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Chipoka

Customer Service
African

Summary

Dynamic Customer Service Representative with a proven track record at Merchants CX SA, excelling in problem resolution and active listening. Enhanced customer loyalty through personalized solutions and effective call management, contributing to increased repeat business. Recognized for maintaining professionalism under pressure while resolving escalated issues, ensuring exceptional client satisfaction.


Overview

3
3
years of professional experience
4
4
Languages

Work History

Customer Service Representative

Merchants CX SA
Johannesburg
02.2024 - 04.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Service Representative

I Contact
Cresta, Johannesburg
01.2022 - 10.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Education

Certificate of Technical Studies - SAMTRAC

Labour Law Distributors
Johannesburg, South Africa
04.2001 -

Intermediate Certificate - Facilitator/Assessor

Reats Academy
Germiston, South Africa
04.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Call management

Problem resolution

Critical thinking

Timeline

Customer Service Representative

Merchants CX SA
02.2024 - 04.2025

Customer Service Representative

I Contact
01.2022 - 10.2023

Certificate of Technical Studies - SAMTRAC

Labour Law Distributors
04.2001 -

Intermediate Certificate - Facilitator/Assessor

Reats Academy
04.2001 -

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Erika ChipokaCustomer Service