Keatlaretse Emmah Lebotse
Customer Service Representative
Cape Town
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Diligent customer support skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
14
14
years of professional experience
Work History
Onboarding and Customer Support Specialist
Second Nature Health Coaching
05.2025 - Current
- Signing up members who have been referred by the NHS UK to join a Health program
- Keeping members engaged
- Assisting with App-related issues
- De-escalating any issues and providing a resolution
- Motivating members
- Checking in on members and assisting with progress
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
Virtual Assistant
Amazon
05.2024 - 04.2025
- Supporting customers, drivers, shippers, and Delivery Service Partners to ensure successful deliveries.
- Resolving technical tasks relating to Amazon’s website, Prime services and/or digital devices (Echo, Kindle etc.)
- Delivery performance.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Promoted company values through consistent representation of brand voice in all written communications.
- Improved team collaboration by organizing virtual meetings, preparing agendas, and taking accurate meeting minutes.
- Increased client satisfaction by providing comprehensive support and troubleshooting for technical issues encountered during virtual meetings.
- Managed diverse range of administrative tasks, ensuring timely preparation and submission of documents and reports.
Client Relationship Manager
Discovery Health
06.2017 - 11.2023
- This was mainly a written correspondence and Escalation inquiry position
- Retaining member’s
- Actioning withdrawal of memberships
- Actioning membership reinstatements
- Adding Dependent’s
- Reprocessing claims
- Contacting providers (Doctor’s and Hospitals) for amended accounts
- Service recovery and client relationship restoration
- Sending tax certificates and membership certificates
- Confirming that the Medical Aid is active
- Transferring calls to different department
- Reprocessing claims
- Escalating Inquiries
- Resolving queries and following up within turn-around time
- Maintaining Relationships
- Providing first time resolution on escalated complaints Engaging in effective communication and delivering according to SLA’s.
- Service recovery and client relationship restoration Dealing with client requests in a competent, efficient and professional manner
- Assisting brokers
- Report on findings of complaints to avoid reoccurrence Maintaining a consistent service delivery to ensure client retention and satisfaction
- Effectively utilizing IT systems to ensure accuracy of documentation
- Ensuring adherence to organizational best practice and legislative requirements
- Maintaining broad product knowledge in order to effectively and accurately respond to customer complaints
- Build and maintain relationships with clients and internal and external stakeholders
- Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times
- Make recommendations to improve client service and fair treatment of clients.
Customer Service Agent
Discovery
11.2015 - 06.2017
- Receiving Inbound calls and confirming Medical Aid Information.
- Sending tax certificates and membership certificates
- Confirming that the Medical Aid is active
- Transferring calls to different department
- Reprocessing claims
- Escalating Inquiries
- Resolving queries and following up within turn-around time
- Maintaining Relationships
- Providing first time resolution on escalated complaints Engaging in effective communication and delivering according to SLA’s.
- Service recovery and client relationship restoration Dealing with client requests in a competent, efficient and professional manner
- Assisting brokers
- Report on findings of complaints to avoid reoccurrence Maintaining a consistent service delivery to ensure client retention and satisfaction
- Effectively utilizing IT systems to ensure accuracy of documentation
- Ensuring adherence to organizational best practice and legislative requirements
- Maintaining broad product knowledge in order to effectively and accurately respond to customer complaints
- Build and maintain relationships with clients and internal and external stakeholders
Product Promotor
Leading Edge
01.2015 - 08.2015
- I was promoting In-store products such as Handy Andy, Domestos, Beverages Ect.
- This was a Part-time Job on Weekends.
Sales Consultant
DCS Home Security
01.2015 - 06.2015
- Selling ADT Home Security via cold calling. I was working from 6pm to 9pm (Weekdays).
Waitresss
Perfect Serve
01.2012 - 01.2013
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
Education
Musical Theatre and Drama
Waterfront Theatre School
Cape Town12.2015
Grade 12 - undefined
Rosebank Progress Private College
Cape Town12.2012
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Live chat support
Ticket management
Problem-solving
Product knowledge
Customer response
CRM software
Team collaboration
Customer communication and empathy
HONORS & AWARDS
- Top performer Discovery Limited
- Jan 2023 Best KPI in the department, Top performer Discovery Limited
- Jan 2022 I was awarded top performer within the department for the best KPI’s
Timeline
Onboarding and Customer Support Specialist
Second Nature Health Coaching
05.2025 - Current
Virtual Assistant
Amazon
05.2024 - 04.2025
Client Relationship Manager
Discovery Health
06.2017 - 11.2023
Customer Service Agent
Discovery
11.2015 - 06.2017
Product Promotor
Leading Edge
01.2015 - 08.2015
Sales Consultant
DCS Home Security
01.2015 - 06.2015
Waitresss
Perfect Serve
01.2012 - 01.2013
Grade 12 - undefined
Rosebank Progress Private College
Musical Theatre and Drama
Waterfront Theatre School