Keketso Malole

I am a dynamic individual that is willing to learn, progressive and easily adaptable in situations. Willingness to work and can handle pressure with the initiative of good communication skills.

Customer Service Agent at Merchants CX SA – Makro Campaign (2024-09 – 2024-10)

Inbound Customer Service

• Take calls in an appropriate and respectable way with the aim to represent the company in a diligent manner.
• Retrieve personal information from Customers once trust is built and they know you will do what's right with that information also showcasing integrity.
• Help accumulate more earnings and revenue for the Company by introducing customers to newer promotions and deals also building loyalty.
• Ensuring Customers have the correct details for their orders and ensure that their orders are received in the right time.
• Educating customers on Self-Service options and ways to access Company Websites

Billing Agent at Merchants CX SA – Comcast Corporation (2023-07 – 2023-12)

Inbound Customer Service for the United States of America customers for their Xfinity packages. Be an Ambassador for Xfinity Products and Services with the hopes to enhance best customer experience.

• Assisting customers with the enquiries on their Cable, Internet, Landline, and Home Security accounts.
• Assisting customers with the enquiries about the billing on their invoices and statements.
• Assisting customers with the enquiries about their debit orders amounts regarding their accounts.
• Assisting customers with the information regarding their contract packages.
• Assisting customers with the migrations on their packages.
• Assisting customers with the updating, changing of any information on their accounts.
• Assisting customers with the information about their termination dates, upgrade due dates on their Cable, Internet, Landline, and Home Security accounts.
• Assisting customers with payment arrangements, promise to pay and payments on their accounts.
• Assisting customers with activating and loading/cancelling of Value-added services on their accounts.
• Assisting customers with providing balances due.
• Logging of requests, escalating of more complicated billing enquiries, network failures/technical relating issues, complaints regarding accounts or service received, certain queries to the relevant departments.
• Apply/Pass necessary credits on relevant accounts.
• Giving technical assistance/trouble shooting where necessary on the Cable, Internet, Landline, and Home Security accounts to customers
• Retention Assistance, retaining customers who wished to cancel, migration to different packages, escalate for cancellations.
• Upsell Comcast Xfinity products.
• Assist customers to apply for the United States Federal Programme Aid
• Making sure compliance to all KPIs are met.

Sales Consultant at The Conducive Group (2022-09 – 2022-12)

• Sell Netstar products (Car Tracking Device)
• Achieving sales targets and converting outbound leads.
• Ensuring the product knowledge is passed on to clients.
• Responsible for processing all correct information onto final sales.
• Adhering to sales team standards checklist skills.
• Possess exemplary customer service skills.
• Ensure excellent written and verbal communication skills.
• Self-motivated, confident, and able to work as part of a team.
• Communicate with a wide range of clients.
• Resilient, driven and enjoys reaching targets.
• Capture clients’ information using a Netstar portal accurately.
• Ensure great organisational capabilities and the ability to pay great attention to detail.

Sales Consultant at National Risk Distribution South Africa (Affinity Health) (2022-06 – 2022-08)

• Contributing to and driving sales (Umsizi Wemizi Funeral Cover and Medical Society) by effectively calling clients.
• Achieving sales targets and converting outbound leads.
• Ensuring the product knowledge is passed on to clients.
• Responsible for processing all correct information onto final sales.
• Adhering to sales team standards checklist skills.
• Possess exemplary customer service skills.
• Ensure excellent written and verbal communication skills.
• Self-motivated, confident, and able to work as part of a team.
• Communicate with a wide range of clients.
• Resilient, driven and enjoys reaching targets.
• Ensure great organisational capabilities and the ability to pay great attention to detail.

Warm Up Agent at 3 Way Marketing (2021-11 – 2022-06)

• Ensure of strong objection handling skills
• Provide strong telephone etiquette
• Provide Leads to the Sales Team
• Leads (Clientel, Discovery, Hollard, Dotsure, AllLife, AlexanderForbes, OutSurance etc.
• Ensure daily, weekly, and monthly targets are met.

Call Centre Agent/Telesales Agent (inbound and outbound) at iTalk Financial Services (2020-01 – 2020-06)

• Contributing to and driving sales by effectively calling clients.
• Achieving sales targets and converting outbound leads.
• Ensuring the product knowledge is passed on to clients.
• Responsible for processing all correct information onto final sales.
• Adhering to sales team standards checklist skills.
• Possess exemplary customer service skills.
• Ensure excellent written and verbal communication skills.
• Self-motivated, confident, and able to work as part of a team.
• Communicate with a wide range of clients.
• Resilient, driven and enjoys reaching targets.
• Ensure great organisational capabilities and the ability to pay great attention to detail.

Senior Certificate (Grade 12) – ST Barnabas College (2019)