Voiceover artist
MURELLA BOITUMELO SIPOYA
Customers Service Representative
Ga-rankuwa,GP
Summary
A level-headed, calm and unflappable individual who is able to carry out any customer service role professionally and effectively. I have a long track record of increasing customer loyalty and retention, I do this through having an in-depth understanding of the tasks, responsibilities and skills involved in customer service work. I always keep my customers updated on issues important to them and works hard to meet requests for information in a timely and efficient manner. Right now, I am looking for a suitable position with an exciting and ambitious company.
Inbound Customer Service Specialist with experience in handling customer inquiries, resolving complaints, and providing excellent service via phone, email, and chat. Proficient in CRM software and skilled in driving customer satisfaction.
Overview
18
18
years of professional experience
5
5
Certificates
Work History
Call Centre Agent
Liquid Capital
10.2012 - Current
- Responsible for handling a wide range of incoming calls and customer survey index. Also, in charge of resolving all interactions positively and to the customers complete satisfaction.
- Required to call customers and gather feedback by conducting survey with them.
- Convince the customer to do a survey by using proper rating scale throughout the call.
- The survey should be rated upon the services that were provided to the customer from the dealership, while buying the vehicle or when taking the vehicle for its scheduled routine service or repairs.
- Required to keep the calls as professional as possible and empathize with the customer.
Customer Care Agent
Liquidcapital
Johannesburg
12.2022 - 01.2026
- Handled customer inquiries and resolved complaints via phone, email, and chat
- Utilized CRM software to manage customer interactions and track issues
- Consistently met or exceeded customer satisfaction targets
- Key Skills:
- Customer Service & Support
- CRM Software
- Phone, Email, and Chat Support
- Complaint Resolution & Query Handling
- Problem-Solving & Analytical Skills
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Increased issue resolution rate through continuous training and performance evaluation.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Actively sought opportunities for professional development within the industry, participating in workshops and training sessions relevant to the role.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Sales Consultant
Hollard Insurance
09.2008 - 09.2012
- Telemarketing
- Presentation of products to clients.
- Direct marketing
- Customer management and retention
- General office administration
Education
Grade 12 - English, Setswana, Mathematics, Biology, Geography, Physical Science
12-2007
Skills
Customer service
Relationship building
Complaint Procedures
Communication skills
Telephone techniques
Effective questioning
Problem-solving
Pro-active
Managing objections
Negotiating skills
Self-disciplined
Customer satisfaction
MS Office skills
Articulate
Computer literate
Multi-tasking
Tenacious
Professional
Process Development
Highly organized
Planning & preparation
Managing time
Personal
Listening skills
Customer engagement
Working with others
Hardworking
Certification
Hollard Insurance
References
- Thando, Mathe, Sales Supervisor, thando@hollard.co.za, 073 955 9773, Hollard Insurance
- Lethuxolo, Mthembu, Quality Assurance, lmthembu@hollard.co.za, (011)351-5000, Hollard Insurance
- Tshepo, Mokgatle, Quality Assurance, tshepom@hollard.co.za, (010)221-3081, Hollard Insurance
- Asanda, Sakhele, Manager, asandas@motus.co.za, (011)663-7000, 071 880 9916, Motus
- Nthabiseng, Mofokeng, Manager, nthabisengm@liquidcapil.co.za, (011)663-7000, 073 351 1389, Liquid Capital
Interests
Timeline
Customer Care Agent - Liquidcapital
12.2022 - 01.2026
Call Centre Agent - Liquid Capital
10.2012 - Current
Sales Consultant - Hollard Insurance
09.2008 - 09.2012
Namedi High School - Grade 12, English, Setswana, Mathematics, Biology, Geography, Physical Science