Sonwabiso Maseti
Eerste River
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
2024
2024
years of post-secondary education
Work History
Customer Service Representative
Merchants
Eerste River
01.2025 - 01.2026
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Representative
CCI
Eerste River
04.2024 - 04.2024
- Assisted customers with inquiries and product information.
- Handled customer complaints and resolved issues promptly.
- Maintained accurate records of customer interactions and transactions.
- Provided support to team members during peak service hours.
- Utilized company software to track and manage customer requests.
- Educated customers on product features and benefits effectively.
- Collaborated with colleagues to enhance service delivery processes.
- Adapted to changing priorities and high-pressure situations quickly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
Education
Bellville Technical High School
Cape Town, WCSkills
- Customer relationship management
- CRM report analysis
- Service process improvement
- Product knowledge education
- Complaint resolution strategies
- Team collaboration
- Conflict de-escalation
- Effective communication
- Problem solving
- Time management
- Attention to detail
- Relationship building
- Customer consulting
- Customer service
- Strong teamwork
- Assertiveness
- Building rapport
Languages
English
First Language
Xhosa
Proficient (C2)
C2
Afrikaans
Proficient (C2)
C2
Affiliations
- Reading
- Writing Literature
Timeline
Customer Service Representative
Merchants
01.2025 - 01.2026
Customer Service Representative
CCI
04.2024 - 04.2024
Bellville Technical High School