Palesa Modise

Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.

Customer Service Advisor at Wephelp outsourcing, Verizon (2022-11 – 2024-03)

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
• Input customer information, call notes and personal data onto internal database.
• Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
• Built rapport with customers through courteous and professional communications.
• Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
• Addressed customer service enquires quickly and accurately.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
• Scheduled new product deliveries.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.

Call Centre Agent at Customer Trigger BPO (2021-01 – 2022-07)

• Calling customers to retain their policies.
• Calling customer to collect their arrears on their policies.
• Calling customers and find out why they want to cancel their policy.

Customer service Consultant at Accenture, Edcon (2019-09 – 2020-03)

• Resolving customers complaints about edcon stores.
• Assisting customers with their e-commerce queries.
• Assisting customers with the Hollard funeral policy, claims and service queries.
• Taking any inbound customer service queries.

Customer Service Consultant at Bytes Peoples Solutions (2017-08 – 2019-08)

• Taking inbound calls to assistant customers with network service provider and also resolving complaints.

Guest Relation Officer at Ster-Kinekor Theaters (2015-06 – 2017-05)

Grade 12 – Pudumong High School (2010)