Keletso Matobole
Customer Service Associate, Customer Service Agent, Client Services Administrator,
Johannesburg,Kempton Park
Summary
Results-driven professional with 10+ years’ experience in aviation, corporate, and retail environments. Skilled in office administration, data management, stakeholder support, and compliance. Known for accuracy, attention to detail, and handling confidential information with discretion. Strong track record in managing high-volume tasks, preparing reports, and delivering excellent service to internal and external stakeholders.
Overview
18
18
years of professional experience
Work History
Administrative & Customer Service Agent
Merchants SA (South African Airways)
12.2024 - 03.2025
- Processed and maintained booking records with high accuracy, ensuring compliance with company procedures.
- Handled confidential customer data, refunds, and policy-related documentation with discretion.
- Supported administrative reporting functions by preparing summaries of customer interactions and outcomes.
- Resolved complex queries by liaising with internal departments, ensuring stakeholder satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Met customer call guidelines for service levels, handle time and productivity.
Call Centre & Admin Support
Merchants SA (Comcast Xfinity, USA)
Auckland Park
07.2023 - 11.2024
- Provided administrative support in handling service documentation, account updates, and compliance checks.
- Processed large volumes of customer and account data accurately.
- Maintained proper documentation of service issues and resolutions for reporting purposes.
Customer Service Associate
Amazon
Kempton Park
08.2020 - 06.2023
- Managed account records, ensuring accurate updates in the system.
- Prepared and logged reports on common customer queries and resolutions.
- Ensured compliance with confidentiality standards while handling sensitive account information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Agent
South African Airways (SAA)
Kempton Park
01.2007 - 12.2019
- Provided administrative support in ticketing, reservations, and compliance with aviation regulations.
- Handled confidential travel documents and processed passenger records with high accuracy.
- Assisted with group bookings, special service requests, and reporting on customer service trends.
- Built a strong reputation for attention to detail, compliance, and service excellence.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Economic Management Sciences -
UNISA
South Africa01.2019
Clothing & Pattern Construction -
Vaal University of Technology
South Africa01.2005
Grade 12 -
The Beacon Secondary School
Free State01.2003
Skills
- Office Administration & Filing Systems
- Data Capturing & Record Management
- Report Preparation & Document Control
- Stakeholder & Client Liaison
- Compliance with Policies & Procedures
- High-Volume Customer & Query Handling
- Strong Communication & Problem Resolution
- MS Office Suite (Word, Excel, Outlook) & Database Systems
Customer complaint resolution
Inbound customer service
Computer proficiency
[Software] CRM system proficiency
Timeline
Administrative & Customer Service Agent
Merchants SA (South African Airways)
12.2024 - 03.2025
Call Centre & Admin Support
Merchants SA (Comcast Xfinity, USA)
07.2023 - 11.2024
Customer Service Associate
Amazon
08.2020 - 06.2023
Customer Service Agent
South African Airways (SAA)
01.2007 - 12.2019
Economic Management Sciences -
UNISA
Clothing & Pattern Construction -
Vaal University of Technology
Grade 12 -
The Beacon Secondary School
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