Michell Mohale
Customer Service Specialist
Tembisa Phomolong
Summary
Proven Customer Service Specialist from Takealot.com, adept in complaint resolution and maintaining high customer satisfaction. Leveraged strong organizational abilities and computer proficiency to enhance service delivery. Excelled in a fast-paced environment, significantly improving client trust and retention through effective communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist(Zendesk)
Takealot.com
11.2021 - Current
- Handled escalated emails calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed and responded to tickets in a timely manner,ensuring customer satisfaction and retention.
- maintained effective communication with both internal and external stakeholders regarding stock availability and related queries.
- maintained effective communication with both internal and external stakeholders regarding stock availability and related queries.
- Responded promptly to resolve various customer issues such as order delay, returns,shortages, and swaps, unitizing the Zendesk system.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Handling supplier queries related to stock shortages and coordinated RTM(return to manufacture) tickets for returning stock to suppliers.
- Conducted calculations and comparisons of items and parcel weights,ensuring accuracy in shipping processes.
- facilitated cross-location orders by coordinating with customer service agents in different regions, ensuring seamless fulfillment.
- Providing footages.
- Followed up with customers about resolved issues to maintain high standards of customer service.
DC Assistant/clerk
Takealot
12.2019 - 11.2021
- Supported senior clerks with handling complex tasks, improving overall productivity.
- Executed picking and packing tasks with precision to fulfill customer orders promptly,meeting daily targets and business turnaround times.
- Conducted cycle counts maintain inventory accuracy and prevent discrepancies.
- Ensured cleanliness,tidiness and safety in work areas through daily housekeeping activities.
- Addressed customer queries regarding shortages, damages, and incorrect packaging,escalating operational issues to the DC supervisors for resolution.
- Communicated regularly with team members regarding project updates or changes, facilitating a cohesive work environment.
Packer and Picker
Takealot
10.2018 - 12.2019
- Maintained a clean and organized work environment, promoting safety and productivity.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Skillfully packed customer orders according to specifications.
- Managed packing of IBT(inter-branch transfer) stocks and coordinated the packing of RTMs efficiently.
- Conducted order picking activities to fulfill customer requests accurately and efficiently.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Trained new employees on proper packing and labeling techniques and to apply best practices.
- Contributed to customer satisfaction by securely packaging fragile items to prevent damage during shipment.
- Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
- Trained new packers on proper packing methods, significantly reducing errors and damages.
- Re-packaged damaged or incorrectly packaged items.
- Counted items to verify accuracy of orders.
- Picked and packed order items.
Christmas Casual Retail Assistant
MR Price Group
11.2016 - 01.2017
- Boosted customer satisfaction by providing exceptional service and product knowledge.
- Making sure the store is always clean.
- Maintained a visually appealing store presence by creating festive displays and keeping merchandise organized.
- Managed inventory effectively, ensuring timely replenishment of high-demand items during the holiday season.
- Resolved customer complaints professionally, resulting in improved customer retention rates.
- Stocked seasonal displays with high-demand items and frequently replenished merchandise.
- Assisted customers with sales orders, returns and exchanges.
Education
Certificate - Office Administration
IQ Academy
East London, South Africa 04.2001 -
High School Diploma -
Global Secondary College
Kempton Park, South Africa 04.2001 -
Skills
Customer service
Good communication skills
Complaint resolution
Customer relations
Strong organizational abilities
Team player with a willingness to go the extra mile
Adaptability and willingness to learn to grow
Detail-oriented and through approach to work
Computer proficiency
Administrative support
Delivery scheduling
Timeline
Customer Service Specialist(Zendesk)
Takealot.com
11.2021 - Current
DC Assistant/clerk
Takealot
12.2019 - 11.2021
Packer and Picker
Takealot
10.2018 - 12.2019
Christmas Casual Retail Assistant
MR Price Group
11.2016 - 01.2017
Certificate - Office Administration
IQ Academy
04.2001 -
High School Diploma -
Global Secondary College
04.2001 -