Mpho Kesebile

Chat Support Agent

Talent

Johannesburg Metropolitan AreaMember since October 22, 2026

Customer query investigation and first-contact resolutionComplaint handling, conflict resolution and customer retentionCross-selling banking products and promoting digital servicesTransaction enquiries, payment support and account verificationHigh-volume workload management and multitasking capabilitiesProblem-solving, critical thinking and sound decision-makingTeam collaboration and cross-functional stakeholder supportCustomer relationship management and client service excellence

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About

Customer Service and Client Support Professional with over 7 years' progressive experience delivering exceptional customer service, digital banking support and contact centre solutions within the financial services and research sectors. Extensive experience assisting customers with account management, digital banking platforms, payment enquiries, card services and complaint resolution while consistently maintaining high service standards in fast-paced, target-driven environments. Recognised for delivering professional customer experiences, resolving complex enquiries efficiently, maintaining strict compliance with banking regulations and handling sensitive customer information with complete confidentiality.

A dependable, adaptable and solutions-focused professional with proven expertise in customer relationship management, administrative support, digital banking, problem resolution and multi-channel customer engagement.

Experience

Chat Support Agent - Capitec Bank Ltd

(2021 - 2025)

Managed an average of 70–100 live customer interactions per shift, delivering prompt, accurate and professional support.
Assisted customers with account enquiries, debit and credit card services, electronic payments and transaction investigations.
Supported clients with internet banking and mobile banking registration, troubleshooting and account access.
Resolved customer complaints through effective investigation, problem-solving and adherence to banking procedures.
Maintained accurate customer records and case notes within CRM and banking systems.

Contact Centre Agent (Learnership) - Nedbank

(2018 - 2018)

Responded to approximately 60–80 inbound customer calls daily.
Assisted customers with account enquiries, banking products and general service requests.
Recorded customer interactions accurately within internal banking systems.
Escalated unresolved customer issues to relevant departments for further investigation.
Promoted appropriate banking products based on customer requirements.

Call Centre Agent - GCRO

(2017 - 2017)

Responded to approximately 60–80 inbound customer calls daily.
Assisted customers with account enquiries, banking products and general service requests.
Escalated unresolved customer issues to relevant departments for further investigation.
Promoted appropriate banking products based on customer requirements.
Conducted customer follow-ups to ensure satisfactory resolution of outstanding enquiries.