Zulpha Moyce

As a customer service professional with seventeen years of experience in the industry, I have a strong grasp of what it takes to provide excellent care to any customer, no matter what issue they are facing. The job responsibilities closely align with my qualifications and interests. These factors, when combined with my drive to always go the extra mile, make me a great fit for this role.

I am seeking a challenging yet rewarding role where I can leverage my seventeen years of experience providing fast, accurate, and empathetic support to a wide range of customers.

Marketplace Seller Support Specialist at Takealot (2024-08 – Present)

Address and escalate Marketplace seller and customer queries via multiple communication channels. Collaborate with internal stakeholders to resolve marketplace-related issues. Manage data capturing and administrative support tasks.

• Address and escalate Marketplace seller and customer queries via tickets, phone calls, and other communication channels
• Ensure all queries are logged, prioritized, and tracked for follow-up until resolution
• Engage with internal stakeholders (product teams, logistics, billing, etc.) to address and resolve Marketplace-related queries
• Provide detailed feedback to internal teams to help improve system and process efficiency
• Assist with adhoc data capturing tasks as required to support the smooth operation of the Marketplace
• Provide administrative support, including maintaining records and handling reports
• Identify and propose ideas for process and system improvements that can enhance the Marketplace's operations
• Investigate and track returned items related to Marketplace transactions
• Communicate with customers and sellers to resolve any issues related to returns or exchanges
• Ensure proper documentation and processing of returns as per Marketplace policies
• Request and submit invoices to ensure timely and accurate financial transactions
• Follow up on invoice-related queries and discrepancies

Customer Service/Delivery Assistant at Takealot (2015-09 – 2024-08)

Delivered timely, accurate, and professional customer service through multiple channels. Resolved customer problems using active listening and problem-solving skills. Managed returns, refunds, and delivery inquiries.

• Deliver timely, accurate, and professional service to customers through multiple channels (phone, email, chat, etc.)
• Ensure a positive customer experience by being responsive and empathetic
• Use active listening and problem-solving skills to identify the root cause of customer issues
• Take ownership of customer problems and find effective solutions in a timely manner
• Escalate unresolved issues to the appropriate internal departments if needed
• Communicate clearly and professionally with customers via phone and email, maintaining a friendly and approachable tone
• Keep customers informed about the status of their queries, returns, or refunds
• Work closely with internal departments (logistics, billing, technical support) to resolve customer queries
• Collaborate with cross-functional teams to ensure that customer feedback is conveyed and addressed
• Take full ownership of customer issues from start to finish
• Ensure customer needs are met in line with company policies and a customer-centric approach
• Assist customers with return requests, providing guidance on return policies and procedures
• Process refunds and exchanges promptly, ensuring compliance with company policies
• Provide assistance with delivery inquiries, including tracking, delivery status, and scheduling
• Resolve collection-related queries, coordinating with logistics teams as necessary

Facilities Management at Broll Property Group (2014-02 – 2015-04)

Logged and managed maintenance service calls. Assigned service calls to technicians and monitored progress. Responded to client queries and provided accurate service quotations.

• Log all incoming maintenance service calls accurately on the system
• Assign service calls to the appropriate technicians and monitor progress through to closure
• Follow up with service technicians to ensure completed jobs are closed off and properly recorded
• Respond promptly to client email queries, record feedback, and update the system accordingly
• Prepare and provide accurate service quotations to clients
• Ensure all service calls are signed off upon completion and captured correctly on the system
• Maintain consistent follow-ups to ensure timely resolution of all service requests

Customer Service at Direct Axis (2008-03 – 2013-04)

Handled inbound and outbound customer calls in the Customer Care department. Assisted customers with loan applications and managed customer loan accounts. Also worked in Sanlam Claims Department handling claims-related calls and customer account management.

• Handling inbound and outbound customer calls
• Assisting customers with telephonic loan applications
• Managing customer loan accounts, including calculating settlement amounts, updating bank account details, changing debit order dates, and updating customer personal information
• Identifying available loan offers and selling suitable loan products to customers
• Working on the dialler system to manage customer interactions
• Receiving customer emails and faxes, saving, linking, and updating customer documentation on the system
• Handling inbound and outbound calls related to claims and accounts
• Contacting customers whose accounts have been handed over to attorneys
• Assisting customers with payment arrangements and negotiations
• Updating and maintaining accurate customer account and personal details

Grade 12 in Afrikaans, English, History, Biblical Studies, Economics, Business Economics – Mount View Senior Secondary (2003)