Moosa Dawood-Lukhozi

I handle high volume correspondence across multiple inboxes. This includes telephone and email for all brands and subsidiaries. I am tasked with maintaining service standards and responsiveness on all engagements. I support cross-functions like HR, Marketing, Sales, Accounts and Quality.

Customer Care Administrator at The Lion Match Company (2024-08 – Present)

I handle high volume correspondence across multiple inboxes. This includes telephone and email for all brands and subsidiaries. I am tasked with maintaining service standards and responsiveness on all engagements. I support cross-functions like HR, Marketing, Sales, Accounts and Quality.

• I Introduced the Purchase and issuing of retail vouchers for consumer recompense.
• The above helped realize great savings and improved our dispensing turnaround times.
• I am responsible for QMS(M-Files) onboarding of Users, Product, Brands and Companies.
• I have redesigned the M-Files course material and provide training for Labs and Factories.
• On processes, I have moved our data collection to MS Forms, improving response times.
• Accurately capturing consumer and customer complaints on M-Files QMS system.
• To resolve all customer and consumer complaints in an efficient and prompt manner.
• Liaising with Couriers, Reps and Drivers on uplifts for various labs, internal and external
• Managing resolutions, tracking investigations and reporting on outcomes.
• Filing and audit readiness especially with compensation vouchers.
• Liaising with Reps, Regional Controllers, Laboratories, Manager and Legal Office
• Completing, reviewing, and organizing all necessary documents for submissions.
• Understanding of regulations and guidelines to ensure required standards are met.
• Keeping accurate records of opportunities, submissions and outcomes.
• Liaising effectively with internal teams and external stakeholders.
• Sourcing submission samples and preparing pricing structure.
• Provide backup support to the travel office and applicable duties.
• Support in booking of flights, hotels and car hire for the group.
• Assist in approval and coordinating the use of company cars.

Customer Service Agent at Menzies Aviation (2024-01 – 2024-08)

Customer Service Agent, Ticketing at Comair Limited (2016-05 – 2022-07)

Customer Service Supervisor at Comair Limited (2013-08 – 2016-05)

Customer Service Agent, Ramp Controller at Comair Limited (2009-08 – 2011-09)

Customer Service Agent, Boarding & Check-in at Comair Limited (2008-05 – 2010-07)

Contact Centre Agent at Velocity Contact Centre (2006-07 – 2006-09)

Customer Service Clerk and Help Desk at KZN Department of Transport – Traffic Camera Office (2003-11 – 2005-07)

Senior Certificate in Grade 12 – Chatsworth Secondary School (1997 – 1997)

International Diploma in Computer Studies – ICESA Compu School (1998 – 1999)