Microsoft Office Suite
Lunga Ngesi
Cape Town
Summary
Proven Customer Service Specialist, adept in CRM and active listening, significantly enhanced client retention for Capitec Bank through strategic service improvements and empathetic complaint resolution. Excelled in high-pressure environments, achieving high customer satisfaction scores by leveraging product knowledge and problem-solving skills. 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.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Customer Service Representative
MTN
Cape Town
03.2018 - 10.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Service Consultant
Capitec Bank
Cape Town
11.2012 - 12.2017
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Discussed options with clients and determined appropriate plans.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Sehole Combined School
Harding, South Africa 01.2007 - 12.2007
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Data Entry
Computer Proficiency
Customer Relationship Management (CRM)
Service Upselling
Product Sales
Account Management
Software
Timeline
Customer Service Representative
MTN
03.2018 - 10.2024
Service Consultant
Capitec Bank
11.2012 - 12.2017
High School Diploma -
Sehole Combined School
01.2007 - 12.2007
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