Nadia Kouka

Customer Service Representative with strong ability to resolve customer issues and provide exceptional support. Consistently delivers positive interactions that contribute to customer loyalty. Strong communication skills coupled with an empathetic approach foster trust and satisfaction. Proven ability to work collaboratively within teams, enhancing service delivery and operational efficiency.

Customer Service agent (French & English) - Merchants Cape Town - Cape Town

(2025-01)

Friendly and customer-focused Customer Service Agent with experience assisting customers with loyalty programs, account inquiries, and rewards points. Skilled at resolving customer concerns, explaining promotions, and ensuring positive customer experiences. Resolved issues related to missing points, account access, and promotions.

Provided clear information on earning and redeeming points. Maintained accurate customer records using computer systems via Genesis Cloud and Salesforce. Delivered friendly and professional customer service over the phone/email.

Strong communication, problem-solving, and computer skills with the ability to work in fast-paced call center environments

Customer service advisor (Team Leader) - Teleperformance

(2024-01 - 2025-01)

A Passionate bilingual customer service agent responsible for providing assistance, information, and support to customers. Regarding the products and services our company offers. My duties include answering all interactions and inquiries, resolving issues, and ensuring customer satisfaction through effective communication.

• Conduct outbound & inbound sales calls to prospective and existing clients.
• Deliver excellent customer service while identifying client needs and promoting suitable products or services.
• Taking ownership of customer issues, following up on unresolved matters, and striving to exceed customer expectations.
• Knowing when to escalate complex or sensitive issues to supervisors or relevant departments for resolution.
• Addressed customer service inquiries quickly and accurately. Furthermore, handling customer inquiries across multiple channels, including phone, email, and live chats, with an average time of a few minutes. Also dealing with merchandise queries, maintaining accurate records of customer interactions, navigating customer service platforms.
• My commitment to delivering high-quality service and my ability to handle high-pressure situations contributed to improving customer retention and satisfaction.
• Additionally, I was responsible for tracking orders and lost packages, my organizational skills and dedication to the success of Teleperformance

Receptionist & Personal Assistant - Mission Care - Cape Town, South Africa

(2019-01 - 2023-11)

• Welcomed guests and clients in a friendly, positive manner.
• Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
• Answered and directed incoming calls to relevant staff members using a multi-line telephone system.
• Maintained a clean and orderly reception area to impress and welcome visitors.
• Greeted visitors warmly, providing a professional first impression of the organization.
• Delivered polite, professional customer service to enhance business reputation through positive first impressions.
• Met incoming customers with a professional approach and provided friendly, knowledgeable assistance.

Customer Sales Representative - Donna Claire Boutique - Cape Town, South Africa

(2014-05 - 2018-10)

• Assisted customers with product selections, provided detailed information on merchandise, and ensured an inviting store environment.
• Advised customers on product range, price, delivery, warranties, and product use.
• Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
• Building rapport with clients and maintaining lasting relationships.
• The ability to understand customer needs, combined with a keen sense of fashion and attention to detail, contributed to increased sales and customer satisfaction.
• Involved in inventory management, visual merchandising, and coordinating promotional events, showcasing my versatility and commitment to the boutique's success.

Customer Service Representative - Cargo Express Cape Town - Cape Town, South Africa

(2009-01 - 2013-10)

I provided comprehensive support to clients, ensuring seamless logistics and satisfaction with our services. Involved in managing customer inquiries, resolving issues, and coordinating shipments to meet customer needs efficiently. I maintained clear and effective communication with clients, freight carriers, and internal teams, demonstrating strong problem-solving skills and attention to detail.

• Maximized customer satisfaction by resolving service issues promptly.

Certificate of Higher Education - AA in Associate and Arts/ General Studies - New Hampshire University, United States of America (2018-01 - 2020-12)

Matric certificate - Savorgnan De Brazza (2000-01 - 2003-12)