Michelle Jacobs

Administrative and customer service professional with experience in customer relations management and remote operations support. Skilled in scheduling, maintaining records, coordinating service requests, and handling customer queries and complaints. Work closely with clients and internal teams to track outstanding tasks and follow through on requests. Fluent in English and Afrikaans.

Willing to relocate: Anywhere. Driver's Licence: No.

Highest Career Level: Experienced.

Highest Level of Education: Diploma.

Industry: Administrative Assistance, Call Center, Customer Service, IT Operations & Helpdesk, Information Technology, Marketing, Sales.

Customer Experience Specialist at Mountaineer Cleaning and Maintenance (2025-06 – Present)

• Coordinate maintenance requests and technician schedules across vacation rental properties, prioritising urgent issues and working around guest arrivals.
• Create and update work orders, record repair instructions, track approvals, and follow up on outstanding tasks.
• Handle owner and property manager queries by phone, email, and text, providing updates and coordinating complaint resolution.
• Review technician reports and completion photos to confirm what was completed and arrange further work where needed.
• Source replacement parts, obtain prices, request purchase approval, and coordinate delivery and installation.
• Maintain property records and coordinate with maintenance, projects, housekeeping, and logistics teams using Hiver, Slack, Aircall, and ResortCleaning.

Freelance Copywriter & Ghostwriter at Various Companies · Freelance (2015-07 – Present)

• Wrote more than 50 fiction and non-fiction books, working to client briefs and deadlines.
• Researched topics, checked facts, and edited manuscripts for accuracy and consistency.
• Managed multiple projects, maintained project records, and tracked deadlines and revisions.
• Communicated directly with clients to clarify requirements, provide progress updates, and incorporate feedback.

Social Media Coordinator at Visual Projects (2024-10 – 2025-05)

• Managed content schedules and publishing for more than 10 client accounts.
• Communicated with clients to confirm requirements, collect information, and obtain approvals.
• Wrote and edited social media posts, blog articles, and website content.
• Managed Facebook and Instagram campaigns and tracked performance.
• Organised client feedback and revisions to keep work on schedule.

Customer Relations Manager at Evetech (Pty) Ltd (2022-04 – 2024-10)

• Managed daily customer support operations, prioritising queries and following up on unresolved cases.
• Handled customer complaints and escalations involving orders, products, and service issues.
• Coordinated with internal departments to investigate problems and provide customers with clear updates.
• Provided technical troubleshooting and explained product information to customers.
• Maintained customer records and case notes to support accurate follow-ups and handovers.
• Guided the customer support team in handling queries and escalations.

Office Administrator at Sandspot Construction (2020-01 – 2021-05)

• Processed invoices and maintained creditor and debtor records.
• Handled payroll administration and kept supporting records up to date.
• Coordinated schedules and organised paperwork for daily operations.

Office Coordinator at DMM Holdings (2019-01 – 2019-12)

• Maintained office documents and vendor records.
• Organised paperwork and information for construction projects.
• Supported daily office administration and coordination.

Teaching Assistant at Bet Shalom Christian School (2016-10 – 2018-11)

• Assisted teachers with classroom activities and daily school routines.
• Handled reception duties and helped coordinate schedules and staff activities.
• Supported daily kitchen operations alongside classroom responsibilities.

Diploma in Marketing – Alison (2019-01 – 2022-11)

Diploma in Human Resources Management – Alison (2020-02 – 2021-11)

Certificate in Copywriting – Alison (2018-01 – 2020-12)

Certificate in SEO – Google (2018-08 – 2018-12)