Dineo Mokoena

Dedicated Customer Care Specialist with over 10 years' experience in customer service and support, including 5 years of remote working experience. Skilled in handling complex queries, quality assurance, digital support, and order management within fast-paced environments. Strong communicator with proven ability to resolve issues efficiently, improve customer satisfaction, and contribute to team success. Passionate about building positive customer experiences and delivering service excellence.

Digital Customer Care Consultant - Coca-Cola Beverages South Africa (CCBSA) - South Africa

(2018-08)

Merchants Business Unit

• Process customer orders received via email, website, and WhatsApp for South Africa, Eswatini, and Lesotho.
• Manage order follow-ups, amendments, and escalations, ensuring timely resolution.
• Report and track faulty equipment with assigned technicians.
• Support new customer account creation and onboarding.
• Conduct weekly customer service surveys to assess satisfaction and identify improvements.

Customer Care Consultant - Merchants (Cell C Account)

(2013-08 - 2018-07)

• Provided frontline support for prepaid, hybrid, postpaid, and technical accounts.
• Handled billing, account queries, troubleshooting, and escalations.
• Consistently achieved performance targets for call quality, resolution, and customer satisfaction.
• Supported remote operations, ensuring smooth delivery of customer care from home environments.

Human Resource Concepts and Provisions - University of South Africa (UNISA)

Human Resource Management - Boston Business College (2010)

Senior Certificate - Kahobotjha Sakhubusha Secondary School (2004)