Nicole Frans
Customer Service Representative
Cape Town
Summary
Proven Customer Service support with 5+ years experience, adept in CRM software and communication, enhanced customer satisfaction by resolving complex issues efficiently. Leveraged adaptability and product knowledge to mentor new hires, significantly improving team performance and customer service quality. Achieved notable increase in customer loyalty through strategic problem-solving and attentive service and maintaining professionalism and positivity despite a high workload.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Digi Outsource Services
09.2018 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls/live chat/emails efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Retail Sales Associate
Truworths
05.2012 - 05.2016
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Answered questions about store policies and addressed customer concerns.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
Higher Education N6 - Clothing Production
Northlink College
Cape Town, South Africa 01.2013 - 05.2015
Skills
Communication
Active Listening
Adaptability
Attentiveness
Product Knowledge
Computer Proficiency
POS systems expert
CRM Software
Problem-solving abilities
Decision Making
Time Management
Patience
Languages
Afrikaans
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Digi Outsource Services
09.2018 - Current
Higher Education N6 - Clothing Production
Northlink College
01.2013 - 05.2015
Retail Sales Associate
Truworths
05.2012 - 05.2016