Mbali Dhlamini
Johannesburg
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.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
MSC Cruises
11.2023 - Current
- Provide excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Investigate and resolve guest inquiries and complaints quickly.
- Respond to guests' requests for products, services, and company information.
- Reduce process inconsistencies and effectively train new team members on best practices and protocols.
- Meet guest call guidelines for service levels, handle time and productivity.
- Increase efficiency and performance by monitoring team member productivity and providing feedback.
- Respond proactively and positively to rapid change.
- Create new bookings for guests, with exceptional service
Customer Service Representative
Nutun
01.2023 - 11.2023
- Assisted international customers with men's clothing
- Placed clothing orders (Ideally Men's Clothing)
- Amend/ cancel orders
- Telephone, email and web chat platform was used
- Complaint handling department
Customer Service Rep
Quantanite
12.2020 - 12.2022
- Answered calls from international customers (US & UK)
- Assisted customers with booking for accommodation
- Assisted customers via chat, email & phone platforms
- Booking confirmation
- Dealt with booking and hotel complaints
Customer Service Rep
Startek
07.2019 - 12.2020
- Assisted UK based customers with property related issue
- Property maintenance
- Complaints
Sales Rep
ITalk Financial Services
01.2019 - 06.2019
- Outbound call center
- Sold insurances and life policies to customer
Education
Bachelor of Education In Senior Phase - High School Teaching
UNISA
Johannesburg, South Africa01-2029
Grade 12 - English, Isizulu, Maths lit, Business studies, Hospitality Studies, Tourism
Pace Commercial Secondary School
12.2018
Skills
- Account updating
- Critical thinking
- Relationship building
- Complaint resolution
- Customer consulting
- Adaptive team player
- Product sales
- Professional telephone demeanor
- Typing proficiency
Personal Information
- ID Number: 0010080186082
- Health Status: Good
- Gender: Female
- Nationality: South African
Languages
IsiZulu
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Xhosa
Upper intermediate (B2)
Timeline
Customer Service Representative
MSC Cruises
11.2023 - Current
Customer Service Representative
Nutun
01.2023 - 11.2023
Customer Service Rep
Quantanite
12.2020 - 12.2022
Customer Service Rep
Startek
07.2019 - 12.2020
Sales Rep
ITalk Financial Services
01.2019 - 06.2019
Grade 12 - English, Isizulu, Maths lit, Business studies, Hospitality Studies, Tourism
Pace Commercial Secondary School
Bachelor of Education In Senior Phase - High School Teaching
UNISA
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