Kedibone H Mabote
Customer Service Agent
KATLEHONG
Summary
Committed to ensuring customer satisfaction through exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to effectively address customer needs. Polite and professional Customer Service agent with a successful track record of applying strong communication and problem resolution skills. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Collaborative leader who partners with coworkers to promote an engaged and empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
3
3
Certificates
Work History
Courier Support Service Agent
Advanced Call Center Technologies LLC
Sandton
09.2024 - Current
- Followed company policies and procedures during shift.
- Improved delivery efficiency by mapping optimal routes and prioritizing tasks based on urgency.
- Contacted customers to confirm delivery details and locations.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Developed strong relationships with clients through dependable service that ensured repeat business.
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.
- Provided exceptional customer service by addressing inquiries professionally and resolving issues promptly.
- Handled sensitive documents securely, maintaining confidentiality and protecting client information.
- Utilized GPS technology for precise navigation, minimizing delays and optimizing route planning.
- Addressed customer feedback constructively, resolving issues promptly.
- Supported team members during peak times, demonstrating strong teamwork and flexibility.
- Contributed to positive work environment, showing respect and cooperation with colleagues.
- Escalated issues to supervisor for immediate remediation.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Managed approximately 60 chats and emails from courier per day.
Team Leader
Merchants SA
Parktown
11.2023 - 08.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Customer Service Agent
Merchants SA
Parktown
01.2023 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Administrative Assistant
Finder24 PTY (LTD)
Vanderbijlpark
04.2019 - 08.2021
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Conducted research for project proposals, compiling information that supported winning bids.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
- Transcribed and organized information to assist in preparing speeches and presentations.
Education
Some College (No Degree) - Business Administration
ALX _AFRICA
Johannesburg, South Africa 08.2024 - 10.2024
High School Diploma -
Fundulwazi Secondary School
Vereeniging, South Africa 01.2005 - 12.2009
Skills
Working independently
Customer service
Attention to confidentiality
Time management
Attention to detail
Problem-solving
Schedule adherence
Payment collection
Business processes and procedures
Document management
Relationship building and rapport
Organizational skills
Certification
Trainee of the week - ACT Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteRemoteImportant To Me
Career advancementFlexible work hoursHealthcare benefitsWork-life balanceCompany CultureTeam Building / Company RetreatsPersonal development programsWork from home optionPaid sick leavePaid time offTimeline
Courier Support Service Agent
Advanced Call Center Technologies LLC
09.2024 - Current
Trainee of the week - ACT Training
09-2024
Some College (No Degree) - Business Administration
ALX _AFRICA
08.2024 - 10.2024
Team Leader
Merchants SA
11.2023 - 08.2024
TOP 7 Billing Agent, Merchants
04-2023
Top 9 Billing Agent, Merchants -
03-2023
Customer Service Agent
Merchants SA
01.2023 - 11.2023
Administrative Assistant
Finder24 PTY (LTD)
04.2019 - 08.2021
High School Diploma -
Fundulwazi Secondary School
01.2005 - 12.2009