Mordester Bwanausi
Johannesburg,GP
Summary
Adept at navigating high-stress customer interactions, I enhanced loyalty and satisfaction at Tiki Logistics through empathetic complaint resolution and expert product knowledge. My blend of active listening and data entry skills contributed to positive outcomes, significantly improving client retention and operational efficiency.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Tiki Logostics
03.2024 - 08.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Receptionist Administrator
Oxford Private School
01.2022 - 12.2023
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors professionally and provided friendly, knowledgeable assistance.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Acted as first point of contact and set appointments for prospective clients.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
Education
Professional Diploma in Office Administration - Office Administration
Udemy
Online09.2024
Customer Service - Customer Service Management
Udemy
Online09.2024
Certificate in Communication Skills - Humanities
British Council
Online03.2024
Bachelor of Communication - Humanities
Namibia University of Science Technology
Namibia04.2022
Advanced Diploma in Information Technology - Information Technology
Triumphant College
Namibia03.2018
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Complaint Handling
- Critical Thinking
- Scheduling
- Administrative Support
- Professional telephone demeanor
- Live chat support
Languages
English
Advanced (C1)
Timeline
Customer Service Representative
Tiki Logostics
03.2024 - 08.2024
Receptionist Administrator
Oxford Private School
01.2022 - 12.2023
Professional Diploma in Office Administration - Office Administration
Udemy
Customer Service - Customer Service Management
Udemy
Certificate in Communication Skills - Humanities
British Council
Bachelor of Communication - Humanities
Namibia University of Science Technology
Advanced Diploma in Information Technology - Information Technology
Triumphant College
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