HAPPINESS MPOFU
Customer Service Associate
Germiston
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Contact Center Agent
MSC Cruises South Africa
54 Maxwell Drive Woodmead, South Africa
11.2025 - Current
- Demonstrated exceptional multitasking abilities by navigating multiple systems simultaneously during calls to provide accurate information to customers quickly.
- Managed customer inquiries and resolved issues efficiently to enhance client satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with cross-functional teams to address complex customer concerns effectively.
- Handled inbound customer calls, emails, and booking enquiries.
- Met customer service and sales performance targets to contribute to overall organizational goals.
- Maintain accurate customer records in the reservation system.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Associate
Quantantite
Sandton, South Africa (Remote)
11.2023 - 11.2025
- Responded to customer inquiries via phone, email, or chat, ensuring professional and efficient communication.
- Resolve customer complaints and issues by providing accurate information and solutions.
- Stay updated on company products, services, and promotions to assist customers effectively.
- Maintained detailed and accurate records of customer interactions, facilitating effective follow-up and service continuity.
- Process orders, refunds, and exchanges according to company policies.
- Maintain detailed and accurate records of customer interactions in the system.
- Follow company guidelines to meet performance metrics and quality standards.
- Identified customer needs and provided personalized support, enhancing overall satisfaction and loyalty.
- Adhere to data protection and confidentiality regulations while handling customer information.
- Maintained a high level of product knowledge, providing accurate information to customers.
Office Manager
WT Business Group (Namibia)
11.2018 - 12.2021
- Overseeing daily office operations to ensure efficiency and productivity.
- Managing administrative tasks such as scheduling meetings, handling correspondence, and maintaining records.
- Coordinated travel arrangements and itineraries for management and staff, ensuring timely and efficient travel plans.
- Managed inventory of office supplies and placed orders to maintain optimal stock levels.
- Supporting financial processes by assisting with budgeting, payment requisitions, and maintaining financial records.
- Preparing documentation for meetings, including agendas and minutes.
- Coordinating travel arrangements and itineraries for management and staff.
- Performing general secretarial duties, including answering calls, filing, and typing correspondence.
- Supported financial processes by assisting with budgeting, processing payment requisitions, and maintaining accurate financial records.
- Assisted with additional administrative, social, coordinating, or reporting tasks.
Office Administrator (Volunteer)
Omoni Investments
05.2017 - 12.2018
- Coordinated scheduling and logistics for meetings, enhancing communication among teams.
- Managing office correspondence, including emails, phone calls, and mail.
- Facilitated scheduling of meetings and travel arrangements to optimize staff time.
- Assisting in scheduling meetings, appointments, and travel arrangements.
- Managed office supplies inventory to maintain operational readiness.
- Handling office supplies inventory and ensuring timely replenishment.
- Coordinated communication between departments and external stakeholders to enhance collaboration.
- Coordinating communication between departments and external stakeholders.
- Ensuring a clean and organized office environment.
- Managed office supplies inventory and procurement processes to ensure operational efficiency.
Office Assistant (Temporary)
KG Sand & Stone (Namibia)
05.2018 - 10.2018
- Increased customer satisfaction by providing professional and courteous front desk support.
- Processed incoming communications, directing inquiries to appropriate departments for resolution.
- Coordinated scheduling for meetings and appointments, optimizing team availability and resources.
- Managed office supplies inventory, ensuring prompt replenishment and organization.
- Maintained accurate records of client transactions and correspondence to support operational efficiency.
- Assisted in preparing reports and presentations, enhancing clarity and effectiveness of information shared.
- Streamlined administrative processes through adoption of digital tools, resulting in improved workflow efficiency.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
Booking Agent (Part-time)
NamibBush Car Rental
03.2016 - 12.2017
Assistant Manager (Full Time)
Bob Monic Store (Johannesburg)
01.2014 - 12.2014
Office Assistant (Contract)
Domestic Dynamics
06.2013 - 12.2013
Education
Diploma - Construction Safety
Alison Academy
South Africa10-2025
Certificate - Occupational Health and Safety
IQ Academy
South Africa12-2025
Certificate - Occupational Health and Safety Management, Internal Audit Awareness, Health and Safety Induction, Understanding Covid-19
The Knights Of Safety
South Africa01-2022
Certificate - Financial Accounting Basics, Human Resources
Alison Academy
South Africa01-2022
Diploma - Travel, Tourism And Hospitality Management
Monitronics College
Windhoek, Namibia01-2017
Diploma - Accounting and Financial Computing
Rosebank College
Braamfontein01-2012
National Senior Certificate -
Vector College
Johannesburg01-2011
Skills
Customer Service & Client Relations
Call Handling
Customer Needs Assessment
Customer Feedback
Follow-up
Answering questions
Data Entry
Gathering information
Performance Metrics
Problem-solving skills
Conflict Resolution
Remote work capabilities
Timeline
Contact Center Agent
MSC Cruises South Africa
11.2025 - Current
Customer Service Associate
Quantantite
11.2023 - 11.2025
Office Manager
WT Business Group (Namibia)
11.2018 - 12.2021
Office Assistant (Temporary)
KG Sand & Stone (Namibia)
05.2018 - 10.2018
Office Administrator (Volunteer)
Omoni Investments
05.2017 - 12.2018
Booking Agent (Part-time)
NamibBush Car Rental
03.2016 - 12.2017
Assistant Manager (Full Time)
Bob Monic Store (Johannesburg)
01.2014 - 12.2014
Office Assistant (Contract)
Domestic Dynamics
06.2013 - 12.2013
Diploma - Construction Safety
Alison Academy
Certificate - Occupational Health and Safety
IQ Academy
Certificate - Occupational Health and Safety Management, Internal Audit Awareness, Health and Safety Induction, Understanding Covid-19
The Knights Of Safety
Certificate - Financial Accounting Basics, Human Resources
Alison Academy
Diploma - Travel, Tourism And Hospitality Management
Monitronics College
Diploma - Accounting and Financial Computing
Rosebank College
National Senior Certificate -
Vector College