IGUETTE L BUKASA
Customer Care Advisor
Cape Town,WC
Summary
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 and also a talented team leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
AnyVan Sa Ltd.
03.2025 - Current
- Provided customers information of their moves
- Assisted with amending booking details
- Educated customers on their move information
- Handled escalations and provided problem solving with first call resolution.
Team Leader
Teleperformance
Cape Town, South Africa
03.2022 - 12.2024
- Led and motivated a customer service team to meet daily targets while maintaining high service standards by providing coaching and on the job training.
- Monitored KPIs and service quality, implementing improvements to increase customer satisfaction and successfully handled escalated complaints with professional and timely resolutions.
- Acted as the main link between frontline staff and management, ensuring clear communication; worked closely with other departments to resolve customer queries efficiently.
- Calm under pressure with strong problem-solving and decision-making skills and proactive with a positive leadership approach.
Customer Service Advisor
Teleperformance
06.2021 - 03.2022
- Entered customer information into a customized computer system to document and organize client records.
- Recommended products to customers and suggested other options if desired product was unavailable.
- Achieved high satisfaction rating through proactive one-call resolution of customer issues.
Customer service consultant
Lufthansa Intouch
03.2018 - 10.2020
- Proved successful work within tight deadlines and a fast-paced atmosphere.
- Served customers and followed outlined steps of service.
- Organized customer travels such as ticket booking, seat, reservations and meal planning.
- Met sales and profits for the month
- Provided advice about visas and passports requirements.
Education
Public Relations Management
CPUT
01.2018
Bachelor - undefined
J.G Meiring High
01.2015
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Team collaboration
Team development
Live chat support
Customer relationship management (CRM)
Complaint handling
Adaptability and flexibility
Escalation management
De-escalation techniques
References
- Available Upon Request
Timeline
Customer Service Representative
AnyVan Sa Ltd.
03.2025 - Current
Team Leader
Teleperformance
03.2022 - 12.2024
Customer Service Advisor
Teleperformance
06.2021 - 03.2022
Customer service consultant
Lufthansa Intouch
03.2018 - 10.2020
Bachelor - undefined
J.G Meiring High
Public Relations Management
CPUT