Kgomotso Molope

To enhance my professional skills capabilities and knowledge in an organisation which value of hardwork and trust me with responsibilities and challenges.

Omni Relationship Consultant - Mutltichoice

(2013-01 - 2026-12)

• Effortless Customer Experience Delivery
• Ensure delivery of customer service objectives.
• Own & resolve customer issues as comprehensively as possible on first contact.
• Be a brand ambassador of DStv and create a positive image to the customer and manage impact to brand on digital platforms.
• Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
• Adhere to the set Customer Care processes and business procedures.
• Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
• Use relevant tools to support customers on product, system and process knowledge.
• Generate quality leads to ensure that the required conversion ratios are achieved.
• Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
• Converse & engage with customers around DStv VAS offerings.
• Retain DStv Customers upon cancellation request.
• Effect outbound proactive retentions campaigns.
• Recover the service where customers complain about service, product, process issues.
• Identify any activities that may have potential negative impact to the Multichoice brand and escalate via the defined escalation processes.
• Proactively engage customers on all active campaigns and service disruptions.
• Update customer details (email, contact number) on all customer contacts.
• Utilize consumer profiling analytics to complete any targeted campaigns.
• Actively campaign the CVM calender to clients where applicable.
• Adhere to the Multichoice social media policy and the Multichoice Digital Care SOP's
• Interact with customer on multiple platforms(Inbound voice, outbound voice, Digital Platforms)
• Drive customer usage by educating customers on self service and digital service platforms.
• Proficiency in digital language(Live Chat, Social Media, Whatsapp and Email)
• Work within a team to deliver on performance objectives.
• Support peers and provide expertise to help in sustaining good performance.
• Share relevant product, system, process information with peers as and when required.
• Foster healthy, productive working relationships with peers.

Matric - NIRVANA SECONDARY SCHOOL (2003-01 - 2007-12)

FURTHER EDUCATION AND TRAINING CERTIFICATE - INFORMATION TECHNOLOGY: SYSTEM DEVELOPMENT - IFUNDI (2024-01)