Open to opportunities

Roxanne User

@roxanneuser2

Message

I resolve customer inquiries, returns, refunds, and account issues across e-commerce and online platforms.

South Africa

Message

What I'm looking for

I'm looking for a customer support or customer service role where I can resolve customer issues clearly, process returns or refunds accurately, follow established SOPs, and contribute to a positive customer experience.

I've supported customers for a multinational online dating platform and Takealot.com, resolving account, profile, billing, refund, privacy, safety, and technical queries through email and ticketing systems.

I bring practical experience processing returns and refunds, coordinating with departments, maintaining CRM records, and following SOPs accurately. I communicate clearly and empathetically with diverse customers while handling sensitive issues with discretion.

Experience

Work history, roles, and key accomplishments

Remote Customer Support

Confidential Client

Apr 2023 - Apr 2026 (3 years)

Provided customer support to international clients on an online dating platform via email, handling inquiries, privacy concerns, and technical issues. Maintained accurate records in CRM systems and ensured compliance with privacy regulations.

Customer Support Email Support Ticketing Systems CRM Written Communication Problem Solving Privacy Compliance

Product Support Assistant

Takealot.com

Aug 2021 - Mar 2023 (1 year 7 months)

Liaised with departments in the returns process, ensuring customer returns were processed per SOPs and refunds were timely. Assisted with replacing damaged or faulty products and monitored warranty inquiries during a festive secondment.

Returns Management Customer Service Process Improvement Problem Solving

General Administration Assistant

PHP Building Supplies

Apr 2020 - Jul 2021 (1 year 3 months)

Managed phone calls and correspondence, and created and updated records and databases with personnel and other data.

Administration Data Entry Record keeping

Customer Service Assistant

Woolworths Pty Ltd

Mar 2008 - Nov 2011 (3 years 8 months)

Handled POS transactions, processed returns and refunds, and managed inter-branch transfers. Maintained inventory and provided high-quality customer service upholding brand standards.

Customer Service POS systems Cash Handling Inventory Management

Education

Degrees, certifications, and relevant coursework

Spine Road High School

Grade 12, General Education

Completed Grade 12 in 2004.

YoungPeople@Work NPC

Certificate, Office Administration

2021 -

Completed a basic office administration practical, an online life skills workshop, and an introductory course in basic MS Access 2010 for data capturing.