Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Lerato Mokoena

Lerato Mokoena

Customer Care Services
Randburg

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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

8
8
years of professional experience
1
1
Certification
1
1
Language

Work History

Customer Service Representative

Mens Clinic International
Randburg
10.2019 - 07.2023
  • Addressed customer service enquires quickly and accurately.
  • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
  • Maximised customer satisfaction by resolving service issues promptly.
  • Built rapport with customers through courteous and professional communications.
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
  • Processed and issued product orders and service upgrades for customers.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
  • Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
  • Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
  • Input customer information, call notes and personal data onto internal database.
  • Resolved customer queries over phone and by email.
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
  • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
  • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
  • Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.
  • Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.

Operations Clerk

Global Prospectors Development Institute
Randburg
08.2019 - 10.2022
  • Supported staff with clerical tasks for well-maintained office administration.
  • Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organisational objectives.
  • Made copies, sent faxes and handled incoming and outgoing correspondence to promote smooth communications.Booked and coordinated equipment maintenance to meet operational needs.Received, sorted and directed incoming mail to maintain good communication channels.
  • Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.Facilitated achievement of meeting objectives by promptly distributing minutes and outcomes.
  • Managed daily calendar and juggled meetings for supervisor.Planned office events by reserving venues, communicating schedules and coordinating setup.Strengthened traceability by developing organisation systems for company documents and records.
  • Responded promptly to incoming phone calls and emails for prompt, professional correspondence.Coordinated company events and key client meetings.
  • Collated client feedback, delivering information to management for corrective action.Booked and paid for business travel and accommodation, communicating booking information to relevant staff.Managed information on company databases for different organisational activities to track history and safeguard accurate information.
  • Provided high-level administrative support, adapting proactively to team needs and aiding efficiency.
  • Maintained organised filing systems, staff calendars and pending tasks, sorting incoming items for action and prioritising important projects.

Sales Consultant

DNA Telesales
Randburg
02.2015 - 07.2017
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Created detailed sales presentations to communicate product features and market data.
  • Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
  • Responded to telephone and in-person requests for information.

Sales Consultant

Direct Channel Holdings
Randburg
12.2017 - 11.2019
  • Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
  • Prepared quotes with accurate and competitive pricing to drive conversion.
  • Demonstrated products to show potential buyers benefits and advantages and encourage purchases.
  • Secured new clients through targeted prospecting and networking.

Education

Phukalla Secondary School
Ntha, Lindley, Free State

Skills

Complaint resolution

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Certification

[Administration, Communication & Marketing], [Global Prospectors Development Institute] - [2019]

Timeline

Customer Service Representative

Mens Clinic International
10.2019 - 07.2023

Operations Clerk

Global Prospectors Development Institute
08.2019 - 10.2022

Sales Consultant

Direct Channel Holdings
12.2017 - 11.2019

Sales Consultant

DNA Telesales
02.2015 - 07.2017

Phukalla Secondary School

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