Liezel Adams

Handle Customer Inquiries: Serving as the primary point of contact for customers via phone, email, live chat, or in-person interactions, providing information on products, services, or policies.

Issue Resolution: Resolving customer complaints and issues promptly and efficiently, which may involve troubleshooting, coordinating with other departments (like technical support or sales), or escalating complex problems.

Administrative Tasks: Performing crucial administrative functions such as processing customer orders, returns, and transactions; maintaining and updating accurate customer records and documentation in the company system (CRM); managing and coordinating service schedules or appointments; handling billing and payment inquiries.

Customer Care Agent - Shelflife - Cape Town, Western Cape

(2025-08)

• Handle Customer Inquiries: Serving as the primary point of contact for customers via phone, email, live chat, or in-person interactions, providing information on products, services, or policies.
• Issue Resolution: Resolving customer complaints and issues promptly and efficiently, which may involve troubleshooting, coordinating with other departments (like technical support or sales), or escalating complex problems.
• Administrative Tasks: Performing crucial administrative functions such as processing customer orders, returns, and transactions; maintaining and updating accurate customer records and documentation in the company system (CRM); managing and coordinating service schedules or appointments; handling billing and payment inquiries.
• Documentation and Reporting: Keeping detailed records of all customer interactions, feedback, and complaints. They may also contribute to reports to identify trends and areas for service improvement.
• Coordination: Acting as a link between the customer and other internal teams to ensure requests are fulfilled and problems are resolved in a timely manner.
• Exceptional Communication: Clear, polite, and professional communication (both written and verbal).
• Customer Focus: A patient, empathetic, and helpful attitude with a genuine desire to resolve issues and ensure customer satisfaction.
• Organizational Skills: Strong attention to detail, ability to multitask, and excellent time management to handle high volumes of inquiries and administrative work.
• Problem-Solving: The ability to think critically and logically to identify the root cause of issues and implement effective solutions.
• Technical Proficiency: Familiarity with computer software, especially customer service platforms (CRM), and basic office applications.
• Resilience: The ability to remain calm and professional when dealing with difficult customers or stressful situations.

Store Assistant Manager - Ciovita - Cape Town, Western Cape

(2022-07 - 2025-09)

Supporting the Store Manager: Assisting in all aspects of store management, including daily operations, sales, customer service, and employee management.

• Supervising Staff: Overseeing the work of store associates, including scheduling, training, and performance evaluation.
• Managing Inventory: Ensuring accurate inventory levels, ordering merchandise, and processing returns.
• Providing Customer Service: Assisting customers with purchases, answering questions, and resolving issues.
• Maintaining Store Appearance: Keeping the store clean, organized, and visually appealing.
• Implementing Promotions: Assisting in the planning and execution of promotional activities.
• Analyzing Sales Data: Tracking sales performance and identifying areas for improvement.
• Handling Cash and Transactions: Processing payments and managing cash drawers.
• Opening and Closing the Store: Ensuring the store is properly opened and closed each day.
• Other duties as assigned: Performing other tasks as needed to support the store's operations.
• Recruiting and hiring new employees
• Developing and implementing employee training programs
• Managing store budgets
• Preparing reports for management
• Representing the store at community events

Dispatch Clerk - Ciovita - Cape Town, Western Cape

(2024-11 - 2025-08)

• Order Processing: Receive and accurately enter customer orders into the company's order management system.
• Verify order details, including customer information, shipping address, and product specifications.
• Check for order accuracy and availability of stock.
• Communicate with customers regarding order status, delivery schedules, and any potential delays.
• Shipping Documentation: Prepare and process all necessary shipping documents, including invoices, packing slips, bills of lading, and customs documentation (if applicable).
• Ensure accurate and complete documentation for all shipments.
• Maintain accurate records of all shipments, including tracking numbers and delivery dates.
• Shipping Coordination: Coordinate with carriers (e.g., FedEx, UPS, DHL) to schedule pickups and arrange delivery.
• Obtain and compare shipping quotes from different carriers to determine the most cost-effective options.
• Track shipments and resolve any delivery issues that may arise.
• Inventory Management: Maintain accurate inventory records of outgoing shipments.
• Assist with cycle counts and inventory audits as needed.
• Customer Service: Provide excellent customer service to both internal and external customers.
• Respond promptly and professionally to customer inquiries regarding order status and delivery.
• Resolve customer complaints and issues related to shipping and delivery.
• Other Duties: Assist with other warehouse duties as assigned, such as order picking, packing, and loading/unloading trucks.
• Maintain a clean and organized work area.
• Comply with all company safety policies and procedures.

Customer Service Specialist - Ciovita - Cape Town, Western Cape

(2024-09 - 2025-07)

• Provide excellent customer service: Answer customer inquiries via phone, email, chat, and other communication channels.
• Actively listen to customer concerns and identify their needs.
• Resolve customer issues promptly and efficiently.
• Provide accurate and timely information to customers.
• Build and maintain strong customer relationships.
• Process customer requests: Process orders, returns, and exchanges.
• Handle account inquiries and updates.
• Assist with billing and payment issues.
• Manage customer accounts and subscriptions.
• Troubleshoot and resolve issues: Diagnose and troubleshoot customer problems.
• Identify and escalate complex issues to appropriate departments.
• Implement solutions to prevent future issues.
• Maintain accurate records: Document all customer interactions in the CRM system.
• Track customer inquiries and resolutions.
• Generate reports on customer service performance.
• Stay informed: Stay updated on company policies, products, and services.
• Attend training sessions to enhance customer service skills.
• Keep abreast of industry best practices.

Sales Assistant - Sportsman's Warehouse - Cape Town, Western Cape

(2020-03 - 2022-06)

• Customer Service: Greeting and assisting customers with their needs.
• Providing product information and answering questions.
• Offering recommendations and helping customers make informed purchasing decisions.
• Handling customer complaints and resolving issues.
• Ensuring a positive and welcoming shopping experience.
• Sales and Transactions: Processing sales transactions accurately and efficiently.
• Operating cash registers and handling payments.
• Meeting or exceeding sales targets.
• Promoting current sales and promotions.
• Upselling and cross selling products.
• Store Maintenance: Maintaining a clean and organized sales floor.
• Stocking shelves and replenishing inventory.
• Arranging displays and ensuring product presentation.
• Monitoring inventory levels.
• Other Duties: Updating customer records.
• Following company policies and procedures.
• Assisting with inventory counts.
• Helping with opening and closing procedures.

Matric Grade12 - Immaculata RC secondary High School (2013-01 - 2019-11)