Puseletso Chabeli
Agent: Client Care Chat Support
Soweto
Summary
Proactive and dynamic individual with strong interpersonal skills, driven by the desire to gain valuable experience in a challenging field. Dedicated, committed, and always eager to learn, thrives under pressure to bring out the best. Possesses a diverse skill set, excellent organization, and a goal-oriented mindset. Hard worker who welcomes challenges as opportunities for personal growth.
Overview
10
10
years of professional experience
21
21
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Agent: Client Care Chat Support
Capitec Bank
01.2024 - Current
- Provide administrative support and service to Capitec Bank clients by utilizing in-depth product knowledge to resolve account-related and card transaction queries, and complaints.
- Offer assistance to clients using Capitec Bank’s Internet Banking and Mobile Banking platforms.
- Handle client queries received via WhatsApp chat in a timely and professional manner.
- Assist clients telephonically with general banking and account-specific queries.
- Manage incoming calls from the telephonic management system, including taking dropped calls.
- Accurately identify the nature of client inquiries or complaints.
- Escalate queries to the appropriate department when the resolution is beyond the agent’s scope.
- Log all client interactions, ensuring caller details, and query context are clearly recorded.
- Access client accounts securely, and provide necessary information to resolve the query.
- Ensure adherence to Service Level Agreements (SLAs) for response and resolution times.
- Resolve client complaints and conflicts constructively and professionally.
- Deliver consistent, high-quality service aligned with Capitec Bank’s standards and brand values.
- Demonstrate strong call management skills, and adhere to the C-way service behavior.
- Follow all established policies and procedures diligently.
- Consistently meet Quality Assurance (QA) standards.
Customer Service
Netstar Technologies
06.2023 - 12.2023
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Provided superior and individualized customer service.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Boosted membership retention through attentive customer service and personalized interactions.
Customer service Consultant CIC
Smollan group
05.2022 - 05.2023
- Answering incoming calls, closing exceptions for Smollan employees, doing stock follow-up, and admin.
Customer service consultant
Merchants dimension data company (Vodacom)
11.2017 - 04.2022
- Answering incoming calls from Vodacom customers and responding to customers email complaints, provide product and service information to customers, Identify and escalate issues to supervisors
- Reason for leaving: Merchants lost contract with Vodacom
Customer Service consultant
Merchants dimension data company (Cell c)
09.2015 - 10.2017
- Answering incoming calls from cell c customers, completing call logs and report, provide product and service information to customers, Dealing with escalations
- Reason for leaving: Got better offer on the same company
Education
Higher Certificate - Law
UNISA
06-2022
Matric - grade12
Emdeni Secondary school
Bachelor of Arts - Criminology
UNISA
04.2001 -
Skills
- Computer skills
- Communication and teamwork
- Negotiation skills
- Customer service
- Flexibility
- Analytical problem solving
Certification
Emdeni community library (Digital literacy and I.T Skills)
References
Name: Dimakatso Nkabinde
Company: Capitec Bank
Position: Team Leader
Contact Number: 074 469 5329
Timeline
Agent: Client Care Chat Support
Capitec Bank
01.2024 - Current
Customer Service
Netstar Technologies
06.2023 - 12.2023
Customer service Consultant CIC
Smollan group
05.2022 - 05.2023
Customer service consultant
Merchants dimension data company (Vodacom)
11.2017 - 04.2022
Customer Service consultant
Merchants dimension data company (Cell c)
09.2015 - 10.2017
Bachelor of Arts - Criminology
UNISA
04.2001 -
Matric - grade12
Emdeni Secondary school
Higher Certificate - Law
UNISA
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