Mpho Matong
Summary
Customer Service Representative with 4+ years of experience delivering exceptional customer support in fast-paced environments. Skilled in client relations, problem-solving, CRM systems, administrative support, and customer retention. Recognised for strong communication skills, attention to detail, and a commitment to providing outstanding customer experiences.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Concentrix
Braamfontein
06.2022 - Current
- Manage high-volume customer inquiries professionally and efficiently.
- Provided customer support via phone, email, and live chat channels, ensuring adherence to high service standards.
- Resolved customer complaints, achieving high levels of customer satisfaction.
- Build and maintain strong customer relationships through exceptional service delivery.
- Identify sales, upselling, and cross-selling opportunities when appropriate.
- Consistently achieve quality, productivity, and performance targets.
- Collaborate with internal teams to resolve customer concerns effectively.
- Utilised CRM systems and customer support tools to accurately document and manage customer interactions.
Customer Service Representative
Bayport Financial Services
Sandton
01.2021 - 06.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Receptionist
Santrav Corporate Travel
Randburg
03.2018 - 03.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Camp Facilitator
Maraneman on the Vaal
Orenjeville, Freestate
07.2017 - 12.2017
- Led groups of children safely through a variety of camp activities.
- Implemented innovative icebreaker activities that encouraged camaraderie between new acquaintances within the group setting quickly.
- Mentored junior facilitators to ensure they were well-equipped with the necessary knowledge and skills required in their respective roles within the camp setting.
- Collaborated with fellow facilitators to design multidisciplinary programs that combined art, science, sports, and nature exploration activities.
Education
Contact Centre NQF Level 3
Training Force
01.2021 - 01.2022
Higher Certificate in Marketing - Marketing
University of South Africa (UNISA)
Roodepoort , South Africa 01.2018 - 01.2019
Hoerskool Jan De Klerk
Krugersdorp , South Africa Skills
- Phone, Email & Chat Support
- Sales & Upselling
- Active Listening
- Google Workspace (Gmail, Docs, Sheets)
- Microsoft Office Suite
- CRM Systems
- Contact Centre Platforms
- Team Collaboration
- Coaching & Mentoring
Timeline
Customer Service Representative
Concentrix
06.2022 - Current
Customer Service Representative
Bayport Financial Services
01.2021 - 06.2022
Contact Centre NQF Level 3
Training Force
01.2021 - 01.2022
Receptionist
Santrav Corporate Travel
03.2018 - 03.2019
Higher Certificate in Marketing - Marketing
University of South Africa (UNISA)
01.2018 - 01.2019
Camp Facilitator
Maraneman on the Vaal
07.2017 - 12.2017
Hoerskool Jan De Klerk