Mpho Mokotla
Orange Farm
Summary
High-achieving Customer Service dedicated to enhancing group performance by developing and deepening long-lasting customer relationships. Drives customer engagement with client-specific strategies, cultivating trust and loyalty to underpin sustainable sales and territory development. Expert financial, operational and sales leadership skills.
Overview
17
17
years of professional experience
Work History
Customer Engagement
Tracker Connect (Pty) Ltd
03.2024 - Current
- Establish customers’ needs and sell the solution to satisfy the customer
- Deal effectively and timeously with client complaints/ red flags and ensure that these are resolved or escalated in line with agreed standards
- Manage customers’ expectations and communicate appropriately
- Assisting customers with the cleaning of cell phones and fitting of screen protectors and covers
- Analyse business needs and create unique marketing plans/suggestions
- Collaborate with the sale manager on planning and activations
- Monitor stock levels of all best seller lines daily and communicate low stock levels to management immediately, especially prior to promotions
- Ensure that stock and promotional elements are accounted for and communicate new developments with cross functional team
- Engage with store personnel and educate them on the features and benefits of the product and increase brand awareness.
Cellular Consultant
Marketing2theMAX CC
10.2023 - 03.2024
- Answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards
- Accurate capturing of data and updating of client information while speaking with the client
- Follow up on client’s outstanding queries
- Accurate record keeping of statistics as per stipulated guidelines
- Effective utilization of the post call service rating system
- Interpreting the financial system and assisting clients with basic financial and legal queries
- Assistance with retaining and cancellation of accounts
- Post installation testing and unit related investigations
- First line technical support for Tracker units
- Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem
- Adherence to schedules as determined on the Telephony system
- Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
Customer Service Representative
MTN SP (Owned)
09.2011 - 06.2022
- Handling customer complaints and queries
- Handling billing queries, invoicing, and performing transactions on the system
- Capturing new and additional applications for contract phones
- Up-selling and cross selling of MTN products on daily basis
- Dealing with technical queries
- Advising and providing customers with different products offered by MTN
- Advising customers with the requirements for new, additional and transfer applications
- Performing different duties, banking, stock-take and filling
- Doing follow-ups on all repairs and all outstanding applications
- Make follow-up on queries
- Assisting with receipting stock when it is delivered.
Transactional Query Agent / Administration Agent
Blue Label
05.2011 - 09.2011
- Resolving queries making outbound call to update and provide feedback to customer’s queries
- Making follow-up calls to clients and give them status of their account and queries
- Handling all emails, complaints from our call center
- Administrating of all emails internal and external customers returning and crediting customers vouchers where necessary
- Assisting customers with technical queries on how to operate vending machines, spectra machines, and touch screen machine.
Customer Service Representative
Multichoice
04.2009 - 04.2011
- Attending to inbound calls for technical and billing queries for pay TV
- Attending to queries regarding installations, billing and technical issues
- Handling video-on-demand technical queries
- Data Capturing
- Handling of Administration of new customers and existing customers calls for installers
- Follows up with installation technicians
- Escalate calls to field services department
- Outbound calls to provide customers with feedback and during special projects (new offers etc.)
Contact Centre Agent
Gssc (GPG) Contact Centre
04.2008 - 04.2009
- Inbound calls for license bookings (Drivers and learners license)
- Resolving queries
- Assisted with new bookings, cancellations and advised callers on the process to follow.
Sales Consultant
MTN (franchise)
08.2007 - 04.2008
- Handled inbound calls
- Attended to walk-in customers
- Closing of deals, direct sales and invoicing
- Adding of new and existing contracts onto the database.
Sales Consultant
Ned Bank
05.2007 - 07.2007
- Making of outbound calls to customers to sell “Personal Loans” Product
- Advising customers as to the benefits of the product and handled objections
- Tele-marketing.
Education
NBPL (Certificate of Attendance) -
Ned Bank ltd
South Africa, Gauteng05.2007
Call Centre (Professional Qualification) -
cornerstone HR
South Africa, Gauteng09.2006
Advance (Certificate of Attendance) -
G-4Man Power
South Africa, Gauteng03.2005
High school (Grade 12/ Matric) -
Jabulile Secondary School
South Africa, Gauteng12.2003
Skills
- Customer Engagement
- Customer Engagement Techniques
- Positive Customer Engagement
- Kind customer engagement
- Customer service support
- Sales and Customer Service
- Customer-centric Focus
- Customer interaction
- Customer service background
- Customer service expertise
- Customer Retention
Languages
English
Afrikaans
Sesotho
Xitsonga
Zulu
Health
Good
Driverlicense
Code 10
Homeaddress
6975 Ext4 Vilakazi Street, Orange Farm, 1841
Personal Information
- ID Number: 8402265712083
- Gender: Male
References
- Siyabulela Rabela, Customer Engagement, Tracker Connect (Pty) Ltd, 0815908796, srabela@tracker.co.za
- Anwar Buckus, Cellular Consultant, Marketing2theMAX CC, 0847070595, anwar@marketing2themax.co.za
- Bruce Moerane, Manager, MTN, 0832007077, moeran_b@mtn.co.za
- Ayanda Moyo, Supervisor, MTN, 0832090934, moyo_a@mtn.co.za
- Noluthando Botwana, Supervisor, Multichoice, 0730676952, noluthando.botwana@multichoice.co.za
- Karabo Manyama, Supervisor, Multi choice, 0839898699, karabo.manyama@multichoice.co.za
- Shirley, Team Leader, Gssc (GPG) contact centre, 0729463771, 0164207052, shirley.mhlanga@gauteng.gov.za
Timeline
Customer Engagement
Tracker Connect (Pty) Ltd
03.2024 - Current
Cellular Consultant
Marketing2theMAX CC
10.2023 - 03.2024
Customer Service Representative
MTN SP (Owned)
09.2011 - 06.2022
Transactional Query Agent / Administration Agent
Blue Label
05.2011 - 09.2011
Customer Service Representative
Multichoice
04.2009 - 04.2011
Contact Centre Agent
Gssc (GPG) Contact Centre
04.2008 - 04.2009
Sales Consultant
MTN (franchise)
08.2007 - 04.2008
Sales Consultant
Ned Bank
05.2007 - 07.2007
NBPL (Certificate of Attendance) -
Ned Bank ltd
Call Centre (Professional Qualification) -
cornerstone HR
Advance (Certificate of Attendance) -
G-4Man Power
High school (Grade 12/ Matric) -
Jabulile Secondary School
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