Hi, I’m
Josephine Mhlontlo
Customer Support Specialist
Cape Town
Summary
Customer Support Specialist 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
18
years of professional experience
3
Languages
Work History
NightsBridge Cape Town
Customer Support Specialist
07.2019 - Current
Job overview
- Answer client queries received via telephone, email, or chat.
- Ask in-depth questions to establish the root cause of the client problem, to decide whether to resolve, assist with short training, or escalate.
- Refer to our knowledge base (Internal Screensteps or Wiki) and client tutorials as guides for actions.
- Follow the steps in our checklists and processes to ensure complete problem resolution or assistance.
- Offer advice or training (scheduled or relevant tutorials) to prevent recurrence of the issues.
- Where necessary, escalate the issue to the correct team to ensure optimal use of our service-product and help clients succeed.
- Follow up and keep the client updated on progress if their problem wasn’t immediately resolved.
- Transfer any calls / emails received for staff members in other teams if you don’t know how to deal with the question.
- Look for repeating patterns or problems and escalate those to your manager fast so that we can provide a remedy.
- Perform daily monitoring checks and follow-ups on client services as required including synchronisation, daily arrivals, systems temporarily turned off and seasonal rate adjustments. Check all client indicators on the Support page and address problems.
- Assist with the after-hours phone and chat on a rotational basis and provide the same standard of support that would be expected of a consultant during normal office hours. (voicemail)
- Monitor and update email volumes handled in the email queue and forward to your manager, for reporting purposes.
- Report on targets related to specific projects as needed.
- Served customer account and technical needs and consistently meeting productivity and quality targets.
Abang Africa Travel Cape Town
Office Operations Manager
11.2016 - 06.2019
Job overview
- Collaborated with other department heads to identify areas of improvement in cross-functional processes.
- Managed budget allocation for various departments, ensuring optimal resource utilization and cost savings.
- Oversaw facility maintenance tasks, ensuring a clean, safe, and productive working environment for all employees.
- Evaluated employee performance through regular reviews, providing constructive feedback to promote professional growth.
- Assisted with recruitment efforts by screening candidates, scheduling interviews, and managing the onboarding process for new hires.
- Developed comprehensive training programs for new hires, reducing onboarding time and increasing employee retention rates.
- Implemented policies that ensured compliance with industry regulations while promoting transparency in daily operations.
- Conducted periodic audits of office procedures to identify inefficiencies or redundancies that could be addressed for improved productivity.
- Improved communication within the team through regular meetings, fostering a collaborative work environment.
- Coordinated staff scheduling to ensure adequate coverage during peak hours and reduce overtime expenses.
Safarinow.comCape Town
Customer Service Representative | Teamhead
11.2013 - 10.2016
Job overview
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented customer service policies and procedures for consistent performance standards.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Created reporting systems to track customer service performance and improve insight.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
VodacomCape Town
Customer Service Representative
11.2010 - 10.2016
Job overview
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Grandwest CasinoCape Town
Guest Service Attendant
12.2007 - 10.2010
Job overview
- Maintained detailed records of guest preferences, enabling personalized experiences during repeat visits.
- Implemented effective strategies that increased customer loyalty through consistent follow-up communications.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing their needs.
- Trained new Guest Service Attendants on best practices for delivering exceptional hospitality experiences.
- Demonstrated proactive problem-solving skills when resolving unexpected challenges or complaints from guests.
- Handled guest inquiries professionally and provided accurate information on hotel amenities, local attractions, and dining options.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
ClicksCape Town
Cashier
04.2006 - 11.2007
Job overview
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
Education
Heathfield HighHeathfield
Matric
01.2024 - 12.2004
Skills
Problem resolution
Customer service excellence
Customer Response
Technical Troubleshooting
Quality Assurance
Appointment Scheduling
Customer Relationship Management (CRM)
Complaint Handling
Complaint resolution
Product Knowledge
Critical Thinking
Follow-up skills
Professional telephone demeanor
Problem-solving abilities
Building rapport
Staff Training
Timeline
Heathfield High
Matric
01.2024 - 12.2004
Customer Support Specialist
NightsBridge
07.2019 - Current
Office Operations Manager
Abang Africa Travel
11.2016 - 06.2019
Customer Service Representative | Teamhead
Safarinow.com
11.2013 - 10.2016
Customer Service Representative
Vodacom
11.2010 - 10.2016
Guest Service Attendant
Grandwest Casino
12.2007 - 10.2010
Cashier
Clicks
04.2006 - 11.2007