Dorcus Mohale

Dedicated customer service representative with 6+ years of experience in providing exceptional support and resolving customer issues promptly. Skilled in CRM software and effective communication. Seeking a role in a customer-focused company where I can utilize my skills to enhance customer satisfaction and retention.

Customer Service Agent at Merchants SA (South African Airways Airlines) (2018-01 – 2020-03)

RESERVATIONS DEPARTMENT

• I was handling inbound and outbound calls
• Assisting passengers with flight bookings
• Amending itineraries and sales
• Support passengers during flights delays or cancellations
• Manage confidential information professionally
• Resolve passengers concerns with patience and empathy
• Handling complaints and conflicts
• Deliver exceptional service at all times

Customer Service Advisor at Webhelp SA (Halfords UK campaign) (2021-05 – 2022-04)

ONLINE DEPARTMENT

• I was handling incoming and outcoming calls
• Handling customers enquiries and complaints
• Assisting customers with online orders
• Tracking online orders using SAP
• Helping Autocentre with booking MOT and Bicycle repairs online for customers
• Upselling and Cross selling
• Assisting customers with order exchange or cancelation of required
• Paying attention to the customers details when placing order
• De-escalating cases to the Stores

Customer Service Representative at TransUnion Credit Bureau USA Campaign (2022-04 – Present)

ONLINE DEPARTMENT

• Handling inbound and outbound calls
• Resetting online login password for customers and provide usernames
• Troubleshooting any online technical issues for login difficulties
• Sending through credit reports and credit scores to the customers mailing addresses
• Updating customers credit profile
• Educating customers with credit reports, credit scores and fraud alerts
• Handling complaints and conflicts

Grade 12 – Mokwane Secondary school (2012)

Financial Management N6 in Financial Management – Capricorn College For TVET (2013 – 2015)