Open To Work
Hi, I’m
LEBOHANG ANGELINE MSIMANGO
Customer service specialist
Johannesburg
Work Preference
Summary
Results-driven Customer Service and Account Management professional with 4+ years of experience enhancing customer satisfaction and driving business growth. Proven expertise in managing customer portfolios, resolving complex issues, and fostering long-term relationships. Skilled in stakeholder engagement, process improvement, and utilizing CRM tools. Currently pursuing a BCom in Supply Chain Management to further sharpen analytical and operational capabilities.
Overview
5
years of professional experience
Work History
COCA-COLA BEVERAGES SOUTH AFRICA (CCBSA)
Accounts Developer
07.2026 - 09.2026
Job overview
- Manage and develop customer relationships across an allocated portfolio of 201 outlets in the Traditional Metro channel, acting as a key point of contact for customer enquiries, service-related issues and ongoing account requirements while supporting customer satisfaction and business growth.
- Acted as primary point of contact for customer enquiries, account requirements, and service-related issues, ensuring streamlined communication and support.
- Identify customer needs and communicate relevant opportunities that support account development, customer retention and business growth.
- Communicate proactively with customers to understand their requirements, manage expectations and provide appropriate solutions.
- Investigated and resolved customer complaints promptly, enhancing customer satisfaction and loyalty.
- Collaborate with internal departments to deliver timely and effective customer solutions.
- Collaborated with internal departments to deliver timely, effective customer solutions, improving overall service delivery.
- Analyse customer feedback and identify opportunities for continuous improvement.
- Maintain accurate customer records and prepare operational reports using company systems.
- Follow company policies, quality standards and operational procedures when managing customer accounts.
- Conduct regular customer follow-ups to ensure outstanding issues are addressed and customer expectations are managed effectively.
- Build and maintain long-term customer partnerships while supporting business growth objectives.
- Manage multiple customer requirements and priorities while maintaining attention to detail and service standards.
- Maintain professional relationships with internal and external stakeholders to ensure efficient customer service delivery.
- Use customer and account information to support informed decision-making and identify opportunities to strengthen customer relationships.
PICK N PAY - SUPPORT OFFICE
National Customer Service Officer
01.2024 - 07.2026
Job overview
- Provided national-level customer service support across retail operations, managing customer enquiries, complaints, escalations and service-related issues while coordinating with internal departments to achieve appropriate resolutions within agreed service levels.
- Managed customer enquiries and complaints through telephone, email and CRM channels, ensuring professional and customer-focused communication.
- Investigated customer issues by reviewing available information, transaction details, account history and relevant internal records before providing a resolution.
- Maintained ownership of customer cases from initial contact through investigation, resolution and customer follow-up.
- Adhered to defined SLA requirements, ensuring customers received timely updates and responses.
- Used SAP CRM and Zendesk/customer service databases to capture, update, track and manage customer information and cases accurately.
- Coordinated with operational, retail, product and other internal stakeholders to resolve customer and order-related problems.
- Identified recurring customer issues and communicated insights on trends and operational concerns to stakeholders, enhancing awareness for proactive resolutions.
- Contributed to process improvement by identifying service gaps and recommending actionable solutions that improved customer experiences.
- Maintained accurate customer records and handled confidential information in compliance with company procedures, supporting data integrity and customer trust.
- Applied customer service policies and procedures consistently while balancing customer needs with business requirements.
- Built and maintained positive relationships with customers and internal stakeholders.
- Demonstrated ownership, initiative and resourcefulness when resolving customer problems requiring investigation across multiple departments.
- Communicated clear resolutions to customers, reducing repeat queries and improving service confidence.
PICK N PAY - VAAL MALL
Cashier / Relieving Frontline Support
01.2022 - 07.2024
Job overview
- Provided frontline customer service in a high-volume retail environment while supporting daily store operations and customer-facing processes.
- Delivered professional customer service in a fast-paced environment with multiple competing priorities.
- Provided professional customer service in a fast-paced environment, effectively managing multiple competing priorities.
- Resolved customer complaints and executed service recovery strategies.
- Maintained accuracy and attention to detail when processing customer transactions and completing administrative tasks.
- Served customers accurately while following company procedures and operational controls.
- Supported frontline operations and helped maintain efficient customer flow during busy trading periods.
- Provided support to colleagues and assisted with frontline coordination when required.
- Ensured accuracy and attention to detail while processing customer transactions and completing administrative tasks.
Education
REGENT BUSINESS SCHOOLDistance Learning
BCom from Supply Chain Management
10.2026
University Overview
- Currently Studying
- Relevant areas: Supply Chain Management; Business Management; Operations Management; Procurement; Commercial Principles; Business Administration.
NORTH-WEST UNIVERSITY - VAAL TRIANGLE CAMPUSVaal, South Africa
BCom from Economics with Risk Management
01.2022
Skills
Account Management
Client Relationship Management
Customer experience
Retention Strategies
Complaint resolution
After-Sale Support
Customer Enquiries
Operations Management
Stakeholder Management
Process Improvement
Market Analysis
CRM Systems
SAP CRM
Task prioritization
Problem Solving
Team coaching
CRM Systems
SAP CRM
LEADERSHIP & TEAM SUPPORT
- Experience supporting colleagues and frontline operations in high-volume customer environments.
- Experience providing guidance on customer service procedures and operational processes.
- Comfortable assisting colleagues with customer queries and escalating complex matters appropriately.
- Strong understanding of prioritisation, communication and workload management.
- Able to identify customer service gaps and communicate improvement opportunities to management.
- Comfortable taking ownership of tasks and working independently with limited supervision.
- Able to communicate priorities clearly and collaborate with colleagues to achieve service objectives.
PROFESSIONAL DEVELOPMENT
- SAP MM – Currently developing knowledge
- Microsoft Excel – Data analysis, VLOOKUP and reporting
- Customer Relationship Management
- Customer Service & Complaint Resolution
- Retail Operations
- Business & Operations Management
Timeline
Accounts Developer
COCA-COLA BEVERAGES SOUTH AFRICA (CCBSA)
07.2026 - 09.2026
National Customer Service Officer
PICK N PAY - SUPPORT OFFICE
01.2024 - 07.2026
Cashier / Relieving Frontline Support
PICK N PAY - VAAL MALL
01.2022 - 07.2024
REGENT BUSINESS SCHOOL
BCom from Supply Chain Management
NORTH-WEST UNIVERSITY - VAAL TRIANGLE CAMPUS
BCom from Economics with Risk Management