Matshidiso Fiona Morare
Johannesburg
Summary
Detail-oriented customer support professional with strong empathy, active listening, and excellent written and verbal communication skills. Demonstrates proven ability in problem-solving, conflict resolution, and negotiation while maintaining patience and composure under pressure. Skilled in customer relationship management systems, e-commerce platforms, and tech-savvy use of CRM and ticketing tools to ensure accurate reporting, documentation, and adherence to policies. Aims to contribute to a customer-focused team by leveraging adaptability, time management, and meticulous attention to detail.
Overview
20
20
years of professional experience
2002
2002
years of post-secondary education
Work history
Service Recovery Consultant/ Customer Care
9 June 2014 to 29 October 2025
Johannesburg, Gauteng
2014.06 - 2025.10
- • Manage customer complaints promoting a positive image of the company through telephonic and written
interaction throughout the full complaints phase (accept, investigate, feedback, resolve, root cause and
implement action plans to remediate)
• Effectively handle and resolve all customer complaints received via all internal and third-party platforms
including but not limited to Call, Chat, Email; social media, Hello Peter, regulatory entities and internal
sources, which is managed through internal CRM / JIRA system.
• Address all high- level and general complaints and queries in a professional manner, in line with set
standards in order to find resolution for clients who raise any expression of dissatisfaction with product
and services. Manage complaints end-to-end, by prioritising according to the agreed criteria.
• Build professional rapport / relationships with internal and external customers by demonstrating active
listening skills to ensure mutual understanding of customer's concerns/comments.
• Effectively communicate information, verbally, and/or in writing in a clear and informative manner, and
take appropriate ownership and accountability of customer issues and concerns, minimizing the need for
future contacts
• Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to
products and services, policies and procedures, account status, marketing promotions and campaigns,
serviceability, service problems, and more, as the need arises
• Escalate all relevant information to the all relevant parties / departments if and when further in-depth
investigation is required
• Ensure complaints/queries are answered in a reasonable and expected timeframe in line with the
requirements set and that follow up is made to ensure full resolution.
• Maintain customer care required standards and promote a positive image of the Company.
• Must conduct complaint trend analysis to identify shortfalls in customer experience procedures and
process so as to eliminate root cause that drives complaints.
• Review and manage all SLAs with relevant parties and departments to ensure that SLAs are maintained.
• Ad Hoc and Standard Reporting - must be able to compile and prepare reports to meet regulatory and
business requirements.
• Correctly and diligently follow all requirements and company policies and procedures relating to the
capturing of all communication with customers as well as following proper escalation process to
other departments should the need arise.
• Assist in developing and executing team/individual objectives
• Performs other assigned duties as requested that are in line with customer service environment.
Customer Care Consultant | Online Casino
Bluestar Digital
Johannesburg, Gauteng
2010.09 - 2011.10
- Provided exceptional customer support via email, chat, and phone, achieving high CSAT scores
- Utilized in-depth knowledge of online casino platforms and games to resolve customer queries efficiently
- Collaborated with internal teams to resolve complex issues, ensuring seamless customer experience
- Proficient in CRM and ticketing systems, streamlining query resolution and improving response times
- Demonstrated clear, concise, and empathetic communication skills, de-escalating issues and building trust with customers
- Handled over 150 queries per day via chat, call and email
Key Skills:
- Email, Chat, and Phone Support
- Online Casino Knowledge (Slots, Table Games, Live Dealer)
- Query Resolution and Escalation
- CRM and Ticketing Systems
- Internal Collaboration and Communication 😊
Case Manager
Izinga Access
, Johannesburg
2006.10 - 2010.08
- Assisted training and coaching staff in managing escalated calls.
- Collaborated with brokers on customer claims and offered feedback on those claims.
- Compiled statistics on reported claims and shared findings in monthly company meetings.
- Managed 70 claims in detail daily
- Assessed risk factors in clients' environments, promoting safe living conditions.
Email Technical Support Agent for Yahoo UK
Sykes Enterprise
Johannesburg, Gauteng
2006.04 - 2006.08
- Assisted Yahoo UK email account holders with queries related to login details including forgotten passwords.
- Educated users on functioning of newly added applications via email communications.
- Provided support to enhance user experience with email services.\
- Managed over 100 emails per day
Education
Some College (No Degree) -
Jordao College
JohannesburgNQF 5 - Generic Management
Training Force Academy
Johannesburg 2024.06 - 2025.04
Skills
- Empathy and active listening
- Problem-solving and critical thinking
- - Excellent communication (written and verbal)
- Patience and composure under pressure
- Adaptability and flexibility
- Knowledge of products/services and policies
- Conflict resolution and negotiation
- Time management and organization
- Tech-savvy (CRM, ticketing systems, etc)
- Customer relationship management systems
- E-Commerce platforms
- Attention to Detail
- Reporting and documentation
Languages
English, Setswana, Sotho, Zulu, Afrikaans and Sign Language
References
References available upon request.
Timeline
NQF 5 - Generic Management
Training Force Academy
2024.06 - 2025.04
Service Recovery Consultant/ Customer Care
9 June 2014 to 29 October 2025
2014.06 - 2025.10
Customer Care Consultant | Online Casino
Bluestar Digital
2010.09 - 2011.10
Case Manager
Izinga Access
2006.10 - 2010.08
Email Technical Support Agent for Yahoo UK
Sykes Enterprise
2006.04 - 2006.08
Some College (No Degree) -
Jordao College