LERATO MOSIA
Customer Service Associate
Summary
Friendly professional keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Developed training materials for new hires in the Technical Support team. Resolved escalated customer service issues within established timelines. Monitored performance metrics to ensure high-quality customer service standards were met. Conducted regular performance reviews with direct reports. Diversely Skilled Technical Analyst with six years solving problems for employers and customers. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
Work History
Technical Support Associate
Quantanite
07.2022 - Current
- Answered customer inquiries through phone, email and chat
- Provided support to customers in different countries with various cultural backgrounds
- Ensured compliance with local laws for international transactions
- Created reports on customer service performance to identify areas of improvement
- Monitored customer satisfaction levels through surveys and feedback forms.
- Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
Senior Associate
Quantanite
7 2022 - Current
- Provided technical assistance to customers through phone, email and chat support
- Troubleshot customer inquiries related to software and hardware issues
- Resolved escalated customer service issues in a timely manner
- Diagnosed system errors and implemented solutions to resolve them
- Assisted customers with installation of new hardware and software applications.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Trained and supported new team members, maintaining culture of collaboration.
Customer Support Associate
WebHelp
03.2021 - 06.2022
- Responded to customer requests for products, services, and company information.
- Analyzed customer financial information and determined appropriate payment plans
- Verified accuracy of account information and updated records accordingly
- Explained the consequences of non-payment in a professional manner
- Reconciled discrepancies between customers' accounts and statements of account.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
Debt Collector
Brooks and Luyt Attorneys
10.2019 - 11.2020
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Customer Service Representative
Multichoice
06.2017 - 07.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Thetha Secondary School
Johannesburg, South Africa 04.2001 - 04.2016
Skills
Report Generation
References
- Thabiso Molefe
Multichoice
Team Leader
079 261 7885 - Sifiso Mazibuko
Brooks and Luyt attorneys
Team Leader
071 332 1571 - Dikeledi Majoro
WebHelp
Team Leader
073 627 7870 - Sammy Sethaba
Quantanite
CCM
0760239871
Timeline
Technical Support Associate
Quantanite
07.2022 - Current
Customer Support Associate
WebHelp
03.2021 - 06.2022
Debt Collector
Brooks and Luyt Attorneys
10.2019 - 11.2020
Customer Service Representative
Multichoice
06.2017 - 07.2019
High School Diploma -
Thetha Secondary School
04.2001 - 04.2016
Senior Associate
Quantanite
7 2022 - Current
Similar Profiles
AMANDA MAZIBUKOAMANDA MAZIBUKO
Customer Service Associate at QuantaniteCustomer Service Associate at Quantanite
Miehleketo Geneva BaloyiMiehleketo Geneva Baloyi
Procurement Lead at QuantaniteProcurement Lead at Quantanite
Matseko Suzanne MazibukoMatseko Suzanne Mazibuko
Quality Assurance Analyst at QuantaniteQuality Assurance Analyst at Quantanite