Katlego Aphane
Customer Service Representative
Soweto
Summary
Actively seeking a position that fosters continuous learning and professional growth, while making substantial contributions to the organization’s progress.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Cartrack Pty Ltd
06.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Delivered exceptional support, contributing to positive customer experiences and satisfaction.
- Documented customer interactions accurately to ensure service continuity and quality.
- Reboot tracking devices to resolve issues related to signal delays, connectivity, and outdated information.
- Log and record repairs for faulty or malfunctioning units to ensure accurate maintenance tracking.
- Update client profile details in the system to maintain current and accurate account information.
- Capture and verify new data to support new or add-on client contracts and service expansions.
- Reset user credentials upon request to maintain account security and accessibility.
- Escalate and liaise with relevant departments via email for issue resolution, coordination, and follow-up on pending matters.
Customer Service Representative
Surgo (Ride-hailing)
09.2022 - 06.2023
- Providing resolutions from customer’s complaints and queries
- Monitoring driver’s movements and advised clients of the trip details
- Assisted clients and drivers with account balance queries
- Handled clients’ account blockage and assisted with new account profile applications
- Updated and alerted with latest reports about safe areas and routes
- Maintained clients’ and drivers’ satisfaction by responding to queries timeously by investigating solutions and communicating effectively.
Customer Service Representative
Surgo (Bolt Food SA)
07.2021 - 08.2022
- Assisted restaurants with canceling active orders and removing stocked menus, also updating the menu
- Handled chats, emails, and calls about active orders (adding and removing food items)
- Made outbound calls to restaurants to inquire about preparation times, adding or removing items, and canceling orders on behalf of customers
- Received email recognition and 5-star ratings on chats from customers for resolution in real-time
- Maintained good KPI metrics using Jira and Zendesk applications for tickets.
Customer Service Representative
Webhelp SA (World Remit)
05.2019 - 07.2021
- Answered inbound calls and ensured customer queries were resolved effectively
- Investigating failed online payment transactions and providing resolutions by amending the recipient details
- Added new beneficiaries on existing accounts
- Arranged recurring payments
- Updated existing customer account information
- I was a 2IC for the team and handled escalations when necessary and required.
Customer Support Representative
Webhelp SA (Shop Direct)
04.2018 - 12.2018
- Telephonically placed orders (clothes, gadgets, and appliances)
- Arranged return of purchased goods within the return policy and advised accordingly if the period elapsed
- Scheduled deliveries as well as re-scheduled missed deliveries
- Assisted with updating account information.
Sales Representative
Big World Mobile
09.2017 - 02.2018
- Made outbound calls selling smartphones on a contract-based term
- Handled deliveries arrangements thus noting necessary information.
Telemarker
PMD Investment Solutions
02.2016 - 06.2017
- Cold-called government officials and private sector employees to pitch office administration and management courses
- Arranged appointments for the company’s consultant to seal the presentation in detail.
Education
Grade 12 Bachelors - undefined
Makgwading Secondary School
11.2014
Skills
Microsoft Office, G-Suite, CRM system
Decision making and attention to detail
Customer Service and team oriented
Critical thinking and problem-solving
Communication skills and time management
Customer complaint resolution
De-escalation techniques
References
- Collin Sgam, Team Manager, 073 149 2185, Cartrack
- Treasure, Letlhake, Team Manager, treasure_letlhake@yahoo.com, 0846051101, Surgo (Ride-hailing)
- Zanele, Mbatha, Team Manager, 0814068542, Surgo (Bolt Food)
- Team Leader, 0825190163, Webhelp SA, World Remit.
Timeline
Customer Service Agent
Cartrack Pty Ltd
06.2024 - Current
Customer Service Representative
Surgo (Ride-hailing)
09.2022 - 06.2023
Customer Service Representative
Surgo (Bolt Food SA)
07.2021 - 08.2022
Customer Service Representative
Webhelp SA (World Remit)
05.2019 - 07.2021
Customer Support Representative
Webhelp SA (Shop Direct)
04.2018 - 12.2018
Sales Representative
Big World Mobile
09.2017 - 02.2018
Telemarker
PMD Investment Solutions
02.2016 - 06.2017
Grade 12 Bachelors - undefined
Makgwading Secondary School