Nthabiseng Mokoena
Customer Service Agent
Johannesburg
Summary
A proactive young professional who has over 8 years of customer service within Eskom. Strong dedication of going an extra mile and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly, efficiently, and create high-quality professional relationships. Always willing to learn to expand personal and professional development.
Overview
12
12
years of professional experience
4030
4030
years of post-secondary education
Work History
Customer Service Agent
Eskom Megawatt Park
02.2024 - Current
- Receiving calls and identifying the customer in accordance to standard customer service quality template
- Determining the customer's exact request and analyzing the customer request in accordance to the different Customer Services Categories (APM, ATS, DCE, ESP, Load Shedding)
- Logging a customer's request at the appropriate priority and capturing relevant information from the customer to ensure sufficient information is gathered for relevant process partners to take action if requested.
- Updating the applicable systems to activate the customer's request while ensuring customer details are up to date.
- Handling service related interactions according to the OCl process (i.e. Update and validate meter readings)
- Trigger appropriate process to ensure sales & marketing, customer service, Account Operations and Engineering (process partner's) processes and value chains to ensure delivery of appropriate service(i.e. Rebill requested, requesting adjustments on customer accounts, ESP Emergency).
Keeping the customer informed / updated telephonically or by other means and providing advice to customers on Eskom related services (prepaid /vending and other relevant information such as electricity usage, etc.)
Closing the interaction when all necessary actions have been completed - Escalating complaints/disputes to the next level of management
- Monitoring referrals and completing system updating and follow-up procedures.
- Identifying, analyzing and capturing customer requests, needs and trends.
- Providing basic sales information and service advice to customers.
- Providing information to customers regarding brands, tariffs and relevant policies and procedures.
- Identifying, analyzing and (where relevant) initiating processes / actions to result in improved customer service.
Senior Store Person
Eskom Holdings
07.2023 - 02.2024
- Management of physical stores, spares ordering, receiving, issuing and returns
- Managing the Materials Requirements Planning (MRP) module of the ERP
- Updates to the required consumables list
- Management of stock takes and expired inventory and inventory disposals
- Assist with review of spare parts list
- Monitoring and procurement of ratable spares
- Perform warehouse activities
- Order material as needed by the CNC
- Receiving material
- Issuing material
- Conduct preservation activities
- Operate the materials handling equipment as and when required
- Adhere to the OHS act and health and safety regulations
Perform administrative activities
Customer Service Agent
Eskom Holdings
Sunninghill Sandton
09.2018 - 05.2021
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Staying up to date with current and prospective company accounts
- Communicating with clients and addressing any concerns
- Maintaining records for client accounts and auditing them regularly
- Collaborating with a variety of different departments to better serve the clients' needs, such as the accounting and marketing departments
- Developing a solid and trusting relationship between major key clients and company
- Resolving key client issues and complaints
- Developing a complete understanding of key account needs
- Anticipating key account changes and improvements
- Managing communications between key clients and internal teams
- Results-oriented
- Revenue generation
- Business development
- Effective marketing
- Organisational capacity
- Operability and commitment
- Ability to motivate staff and maintain good relations
- Resistance to stress
- Good manners
Examination Invigilator Part \time
University of the Witwatersrand
Parktown
01.2016 - 10.2018
- Reporting to and be briefed by the exams officer prior to each exam session
- Keep confidential exam question papers and materials secure before, during and after exams
- Ensuring exam rooms are set up according to the requirements
- Admitting candidates into exam rooms under formal exam conditions
- Identifying candidates and seat candidates according to the required arrangements
- Distributing the correct question papers and exam materials to candidates
- Instructing candidates in the conduct of their exams
- Dealing with candidate questions
- Starting exams
- Supervising and observing candidates at all times and being vigilant throughout exams
- Keeping disruption in exam rooms to a minimum
- Dealing with emergencies or irregularities effectively
- Recording/reporting any incidents, disruption or irregularities
- Completing attendance registers
- Instructing candidates in finishing their exams and collect exam scripts and exam materials
- Dismissing candidates from the exam room
- Checking candidates' names on scripts, match the details on the attendance register
- Securely return all exam scripts and exam materials to the exams officer
- Undertaking training, update and review sessions as required
SGC Contractor /Admin Administrator
Eskom Centre
01.2014 - 12.2016
- Processing Credit Card Payments
- Reissuing Pre Paid Tokens
- Issuing of FBE Tokens
- Handling of pre-paid meter upgrades
- Performing new Registrations Replacement of Tokens
- Reissuing of lost tokens
- Updating customer details
- Reporting statistics and updating files
- Submit quarterly Reports
Admin assistant/ HR Intern
Affirmative Portfolios
01.2013 - 12.2014
- Overseeing the human resource database
- Ensures that system records are accurately recorded and crosschecked
- Entering new hire information in the human resource system database
- Tracking and resolves problems and checks system operations as scheduled
- Ensuring that human resource files and records are maintained in accordance with legal requirements and Company policies and procedures
- Completing monthly and year-end reports regarding terminations, transfers, and new hire
- Ensuring that EEP reporting functions are up-to-date and in compliance with government regulations
- Processing employment verification forms and name change packets
- Preparing recruitment lists and job postings
- Receiving and screens visitors and telephone calls
- Receiving and tracks employment applications
- Assisting with questions and problems courteously and promptly
- Obtaining and conveys information as needed
- Maintaining and projecting the Company's professional reputation
- Ensuring that work area is clean, secure, and well maintained
- Typing memos and letters as requested
- Staying well informed regarding human resource developments
- Performing miscellaneous clerical functions and special projects as assigned
- Assists in training new employees
- Supports Department personnel as needed
- Coordinating with related departments as required
- Answers questions and provides assistance
- Keeping management appropriately informed of area activities and of any significant problems
- Attending and participating in meetings as required
Education
Postgraduate Certificate in Education - Education
University Of South Africa
Pretoria, South Africa05-2017
Bachelor of Arts - Development Studies
University Of Johannesburg
Johannesburg 04-2013
Grade 12 -
Falesizwe Secondary School
Frankfort, South Africa12-2008
Skills
Strong organizational skills
High level of professionalism
Excellent customer service
Accountability
Strong computer literacy
Good communication skills
Analytical thinking
Empathy
Discretion
Phone Etiquette
Adaptability and flexibility
Relationship building
Assertiveness
Ethnicgroup
African
References
- Mr Henry Ngcobo, Supervisor, Eskom Holdings, +27 (0) 82 592 4945
- Ms Vuyelwa Ncango, Supervisor, Affirmative Portfolios, +27 (0) 83 998 8695
- Mr Mandla Mathebula, Supervisor, Eskom Holdings, +27 (0) 83 861 9435
Personal Information
- ID Number: 9011180297085
- Gender: Female
- Nationality: South African
Timeline
Customer Service Agent
Eskom Megawatt Park
02.2024 - Current
Senior Store Person
Eskom Holdings
07.2023 - 02.2024
Customer Service Agent
Eskom Holdings
09.2018 - 05.2021
Examination Invigilator Part \time
University of the Witwatersrand
01.2016 - 10.2018
SGC Contractor /Admin Administrator
Eskom Centre
01.2014 - 12.2016
Admin assistant/ HR Intern
Affirmative Portfolios
01.2013 - 12.2014
Postgraduate Certificate in Education - Education
University Of South Africa
Bachelor of Arts - Development Studies
University Of Johannesburg
Grade 12 -
Falesizwe Secondary School
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