Proficient with multiple CRM and reservation systems, including cross-referencing data to resolve complex issues and ensure customer bookings are accurate
Masiphile Shoba
Customer Service
Durban
Summary
Dynamic Customer Service Representative with a proven track record at Outwork, as well as CCI contact centre, excelling in service excellence and problem-solving. Leveraged strong product knowledge to enhance customer experiences and resolve conflicts with empathy, fostering loyalty and repeat business. Recognized for active listening skills, ensuring timely resolutions in high-pressure situations.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Outwork
05.2025 - Current
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
CCI South Africa
04.2023 - 04.2025
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- I helped customers with stressful situations involving the company product and made sure that their confusions and concerns were addressed in a timely manner.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Kharina Secondary School
Pietermaritzburg, South AfricaSkills
Service excellence
Problem-solving
Active listening
Product knowledge
Accomplishments
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Software
Microsoft Excel, PowerPoint, Outlook & Microsoft Word
Interests
Research and Genealogy
Birdwatching or any type of scientific observation
Reading and understanding complex topics
References
CCI References
Team Leader:
Londiwe Gcaba - 083 742 4355
Outworx References
Team Leader:
Nosipho Mdakane - 0672590265
Timeline
Customer Service Representative
Outwork
05.2025 - Current
Customer Service Representative
CCI South Africa
04.2023 - 04.2025
Kharina Secondary School