Summary
Overview
Work History
Education
Skills
Timeline
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Janice Nomaswazi Mhlanga

Experienced Customer Service Representative
Johannesburg

Summary

Adept at enhancing customer satisfaction and managing high-stress situations, I excelled as a Customer Service Representative at the City of Johannesburg Municipality, significantly boosting loyalty and repeat business. Skilled in CRM software and active listening, I consistently outperformed targets, turning challenges into positive outcomes with over 90% success rate in dispute resolution.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

City of Johannesburg Municipality
02.2010 - 08.2023
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes. (edit according to CoJ)
  • Educated customers about billing, payment processing and support policies and procedures.

Credit Controller

Johannesburg Water
04.2009 - 01.2010
  • Collaborated with other departments to resolve billing errors, ensuring timely payment from clients.
  • Reached out to customers to check on payments and convey options.
  • Obtained payments and entered details into system.
  • Reviewed customer accounts for compliance with repayment obligations.
  • Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
  • Increased collection rates through proactive account management and regular follow-ups with clients.
  • Enhanced company reputation through professional communication with customers, resolving disputes, and negotiating payment plans.
  • Maintained accurate records of all communications related to debtor management for audit purposes.
  • Facilitated the resolution of complex customer disputes, working closely with internal stakeholders to achieve mutually beneficial outcomes.
  • Ensured compliance with relevant financial regulations and legislation in all credit control activities.

Education

Certificate in Pastel Accounting - Accounting Technology And Bookkeeping

Varsity College
Randburg, South Africa
04.2001 -

High School Diploma -

Athlone Girls High School
Johannesburg, South Africa
04.2001 -

Bachelor of Commerce - Supply Chain Management

MANCOSA
Johannesburg, South Africa
04.2001 -

Skills

Customer Service

Active Listening

Product Knowledge

Call Management

Complaint resolution

Problem-solving abilities

Data Entry

Data Collection

Customer Relations

Critical Thinking

Microsoft Excel

Computer Proficiency

Information Security

Account updating

Paperwork Processing

Complaint Handling

Customer Relationship Management (CRM)

Report Generation

Follow-up skills

Technical Support

Customer Education

Microsoft Office Suite

Microsoft PowerPoint

Quality Control

Administrative Support

Reading Comprehension

Assertiveness

CRM software proficiency

Escalation management

Spreadsheets

Prioritization

Clerical Support

Filing

Timeline

Customer Service Representative

City of Johannesburg Municipality
02.2010 - 08.2023

Credit Controller

Johannesburg Water
04.2009 - 01.2010

Certificate in Pastel Accounting - Accounting Technology And Bookkeeping

Varsity College
04.2001 -

High School Diploma -

Athlone Girls High School
04.2001 -

Bachelor of Commerce - Supply Chain Management

MANCOSA
04.2001 -

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Janice Nomaswazi MhlangaExperienced Customer Service Representative