BROWSE ALL CV's

Mawetsi Moloi

Customer Services Specialist

I am looking for a company or organization that aims to push its turn over sales or increase its clientele. I possess accurate recording and processing of information both electronically and manually. I am a good team player, have supervisory attributes. I have acute interest in socioeconomic and governance domains.

I strive to tap into humanitarian field and work closely with subject matters that cater for inclusion, equality, financial freedom of employees as I exercise my expertise in governance, development, public policy, Public finance and performance budgeting, evaluation, analytical methods and
strategic management.

I employ excellent leadership skills and multi-tasking strengths. I am a personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain
customer satisfaction and contribute to company success. I Specialize in quality, speed and process
optimization. I am an articulate, enthusiastic and results-orientated professional with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Work Experience

  • 2017 - 2023
    Land Administration Authority - Maseru, Lesotho
    Customer Service Specialist, 04/2017 to Current
    • Supported customers experiencing technical difficulties by quickly identifying issues, qualifying customer expectations, and conducting troubleshooting to achieve timely first-time resolution.

    • Input customer information, call notes, and personal data onto internal databases.

    • Built rapport with customers through courteous and professional communications.

    • Navigated a variety of customer support channels to resolve a wide range of customer queries within target timeframes.

    • Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

    • Employed issue-resolution skills to respond to customers faster than the company average.

    • Responding to customer questions in an appropriate and timely manner.

    • Ensuring that both electronic data and hard copy documents are processed accurately and in a timely manner according to policy and procedure.

    • Providing information for purposes of analyzing service delivery performance.

    • Ordered supplies of stationery from the Admin office for our department to ensure smooth running of the operation.
  • 2013 - 2014
    Land Administration Authority - Maseru, Lesotho
    Customer Services Assistant
    • Assisting Customer Representatives with retrieval of files.

    • Employed knowledge of the latest company updates to escalate or respond to incoming customer queries in line with best query-resolution practices.

    • Solved a wide range of incoming complaints to achieve customer satisfaction.

    • Assisting customers on land registration procedures, communicating courteously with customers.

    • Search and liaise with the HR coordinator about the temporary staff to help with moving of office equipment and other small office jobs prioritizing our authority's documents confidentiality.

    • Maintain detailed stamp duty and ground rent receipt books and report to the senior accountant.

    • Reports to the regional manager about services performed, queries, and corrections made on a weekly basis.
    • Managed customer complaints calmly and professionally, escalating complex matters to managers promptly.

    • Resolved customer queries over the phone and by email.

Education

  • 2021 - 2022
    University of Witwatersrand
    Postgraduate Diploma in Public Management
  • 2007 - 2012
    National University of Lesotho
    BA Degree in Urban and Regional Planning

Skills

  •  Excellent customer service
  •  Complaint management
  •  Good personal and communication skills and fluency in both written and
  • spoken Sotho and English languages with excellent research,
  • report writing and analytical skills.
  •  Team management
  •  Telephone switchboard operation
  •  Ability to network and liaise with
  • other departments

Hobbies

  •  Reading
  •  Travelling
  •  Creativity
  •  Cinephile
  •  Socio-economic research
  •  Governance research
  •  Humanitarian activities

Personal Details

  • Sex: Female
  • Marital Status: Married
  • Religion: Christian
  • Nationality: MOSOTHO
  • Date of Birth: 12 June 1988

References

This information is visible only for registered users.

Contact Me

Please sign-in if you want to contact.
BACK TO TOP