Siphosihle Soboyisi
Customer Service Agent
Maitland,Western Cape
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Agent
Webhelp
Cape Town
3 2023 - Current
- Managing flight bookings through various airline systems and making hotel reservations within Hotelbeds network
- Handle hotel requests for external properties and oversee cancellation of bookings, as well as efficient processing of customer refunds
- Facilitate correspondence for clients' insurance letter requests and coordinate private transfers to and from hotels
- Retrieving and managing passengers' information and tickets through ATCOM and ERES systems.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Promptly responded to inquiries and requests from prospective customers
- Increased efficiency and team productivity by promoting operational best practices
- Implemented and developed customer service training processes
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
Customer Service Agent
Mindpearl
Cape Town
08.2020 - 12.2022
- Booking flight tickets Domestic and international
- Round world ticket
- Open jaw ticket
- Contacting finance department to deal with refunds
- Conversation of different currencies
- Working with company clients
- Implementing customer service skills
- Taking ownership of different client tickets and enquiries.
- Created and maintained detailed database to develop promotional sales
- Responded proactively and positively to rapid change
Sales Agent
The Foschini Group (TFG)
Cape Town
02.2018 - 01.2019
- Salesperson
- Call TFG clients
- Sell products and upsell
- Collect payments
- Work with various systems to store client data.
- Developed strong relationships with clients through excellent customer service and regular followups
- Increased sales revenue by consistently meeting and exceeding sales targets
Education
Higher Certificate - Information Technology
Nelson Mandela Metropolitan University
Port Elizabeth 01.2013 - 05.2014
Some College (No Degree) - Matric
Queenstown Girls High School
Queenstown 01.2008 - 12.2012
Skills
ATCOM
Amadeus
ERES
Salesforce
Hotelbeds
Administrative
Computer Literacy
Problem Solving
Time Management skill
communication skills
Critical thinking
Organizing
Data Analysis
Analytical Skills
Customer Service
Call Control
Information Verification
Complaint Handling
Empathetic and genuine
Outstanding communication skills
Customer Complaint Resolution
Problem Resolution
Live chat support
Call center experience
Microsoft Office Suite proficiency
Inbound Customer Service
Typing Speed
Customer Relations
Payment Processing
Billing Inquiries
Database Research
Assertiveness
Customer Relationship Management (CRM)
Upselling
Correspondence composition
Follow-up skills
Active Listening
Problem-solving abilities
Critical Thinking
Professional telephone demeanor
References
- Webhelp, Sanele Mvandaba +27 82 784 8963
- Mindpearl, Muneeb Lewin +27 (74) 748-4871
- TFG, Phelela Heba +27 (61) 616-2292
Languages
English
Advanced (C1)
Timeline
Customer Service Agent
Mindpearl
08.2020 - 12.2022
Sales Agent
The Foschini Group (TFG)
02.2018 - 01.2019
Higher Certificate - Information Technology
Nelson Mandela Metropolitan University
01.2013 - 05.2014
Some College (No Degree) - Matric
Queenstown Girls High School
01.2008 - 12.2012
Customer Service Agent
Webhelp
3 2023 - Current