Open to opportunities

Mpho Mokou

@mphomokou

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Customer service professional with strong problem-solving skills.

South Africa

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated customer service professional with extensive experience in enhancing customer satisfaction and improving overall customer experience. My journey in the customer service industry began at Ford, where I honed my skills in addressing customer inquiries and resolving issues effectively. I have a proven track record of retaining customers and contributing to revenue growth through upselling strategies.

Currently, I work as a Call Service Representative at Respublica, where I engage with customers through various channels, including chat, email, SMS, and phone. My role involves evaluating problems and complaints, providing appropriate solutions, and ensuring that customer needs are met promptly. I pride myself on my ability to adapt my communication style to suit different customer preferences, ensuring clarity and understanding in every interaction.

Experience

Work history, roles, and key accomplishments

Current

Call Service Representative

Current

Respublica

Nov 2024 - Present (7 months)

Engaged and assisted customers via chat, email, SMS, and phone to answer inquiries and evaluate problems. Provided proper solutions, responded to customer needs, and followed up on calls.

Customer Service Problem Solving Customer Engagement Database Management Communication Conflict Resolution CRM Software Reporting

Call Centre Consultant

Startek (DSB)

Dec 2023 - Oct 2024 (10 months)

Consulted with customers to resolve inquiries and complaints, ensuring high levels of satisfaction. Focused on selling products/services and updating databases with accurate information.

Customer Support Problem Solving Communication Data Entry Sales Customer Relationship Management

Customer Service Specialist

Ford

Mar 2022 - Nov 2023 (1 year 8 months)

Specialized in customer service, handling diverse inquiries and resolving issues to enhance customer experience. Utilized product knowledge to support customers and contribute to increased company revenue through up-sells.

Customer Service Product Knowledge Customer Retention Communication Database Management Microsoft Office

Technical Support Consultant

Multichoice

Aug 2019 - Jan 2022 (2 years 5 months)

Provided technical support to customers, evaluating problems and offering appropriate solutions. Maintained customer satisfaction by addressing technical issues and updating relevant databases.

Technical Support Troubleshooting Problem Solving Data Analysis Reporting Communication CRM Software

Fleet Controller

Resolve: Pick n Pay

Nov 2018 - Mar 2019 (4 months)

Managed fleet operations, ensuring efficient logistics and timely deliveries. Coordinated with drivers and reported on fleet performance to management.

Fleet Management Logistics Coordination Planning Data Analysis Reporting Problem Solving Microsoft Excel

Education

Degrees, certifications, and relevant coursework

Norkem Park High School

Grade 12 (Matric), General Studies

Completed secondary education, achieving a Grade 12 (Matric) qualification. Developed foundational academic skills across various subjects.

Corner Stone Training Centre

Certificate, Communication Skills

Completed training in Inbound and Outbound Communication Skills. Gained proficiency in Microsoft Word and Excel, enhancing administrative and communication capabilities.