Mmabatho Ntsele
Johannesburg
Summary
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
5
5
years of professional experience
Work History
Customer Service Representative
Verve Financial Solutions
12.2023 - 08.2024
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Created and maintained detailed database to develop promotional sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems .
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
Call Center Representative
The Magnitude Group
01.2020 - 12.2023
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
NQF LEVEL 4 - Management Practice
South West Gauteng College TVET
Randburg 01.2018
Skills
- Complaint resolution
- Product Knowledge
- Customer RMA management
- Training development aptitude
- Payment Processing
- Receiving support
- Problem-solving abilities
- Professional telephone demeanor
- Strategic sales knowledge
- Live chat support
- Sales expertise
- International sales support
- Dispute Resolution
- Quality Control
- Service Upselling
- Clerical Support
- Promotional support
- Conflict Mediation
- Computer Proficiency
- Critical Thinking
Timeline
Customer Service Representative
Verve Financial Solutions
12.2023 - 08.2024
Call Center Representative
The Magnitude Group
01.2020 - 12.2023
NQF LEVEL 4 - Management Practice
South West Gauteng College TVET
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