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Customer Service Manager

Johannesburg, GP, South Africa
January 05, 2018

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Itumeleng Kgotse


Surname : Kgotse

Name : Itumeleng

Date of birth : 24 July 1982

I.D number : 820**********

Gender : Male

Marital status : Single

Nationality : South African

Home Language : Northern Sotho

Other Languages : English,Setswana,Southern Sotho, Xhosa and Zulu

Health : Excellent

Drivers License : Code 10


Address : 842A Ntsoko Street

White City Jabavu


Home number : 011-***-****

Contact number : 072-***-****

E-mail :


Last school attended : Central Johannesburg College

Highest Grade Passed : N3 National Certificate

Year : 2002

Subjects Passed : Business Studies

Business English

Computer Practice (MS Word & Excel)

Office Practice

Economics & Legal Environment

Post Matric Qualification

College : Central Johannesburg College Park Town Campus (2003-2004)

Course : Financial Management

N4 & N5 National Certificates

Subjects : Financial Accounting

Computerized Financial System

(Pastel ACC, Payroll and Ms Excel)

Cost and Management Accounting

Management Communications

Entrepreneurship & Business Management

N6 Subject Passed : Financial Accounting

Cost and Management Accounting

Entrepreneurship & Business Management

Additional Training : Time and Priority Management

Telephone Etiquette and Successful problem solving


Name of Company : ABSA GROUP

City : Johannesburg (Kempton Park)

Position held : Temporary Clerk / Admin Officer

Duration : December 2006 - February 2007

Duties : Filing, emailing correspondence

Typing documents, faxing,

Scanning and Processing of payment for building loans

Reason for leaving : Project ended


City : Johannesburg (Bank City)

Position held : Fraud Analyst

Duration : December 2007 - January 2012

Duties : Fraud Prevention

Fraud Analyzing

Confirmation of CPP

Checking of cancelled debit cards

Operating of fraud cases

Confirming Client spending patterns

Banking Confirmations

Client Consultant on Banking

Call Centre Agent

Training new staff

Evaluating Client Risk level

Reason for leaving : Wanted to study full time.


Position : Collections Agent

City : Stellenbosch

Duration : December 2013 July 2014

Duties : Implementing of debit orders



Arrangement of payment

Follow up default payments

Handling of enquiries with debtors

Updating information

Inbound and outbound calls

Reason for leaving : Offered a new job WNS

Name of the Company : WNS (MFin Finances)

Position : Financial Consultant (Call Centre)

Duration : July 2014 March 2015

Duties : Outbound sales

Inbound call

Provide telephonic customer support

Address telephonic complaints and general queries in a professional manner and in line with set standards

Adhere to sound written communication principles

Reason for leaving : Shoprite took over MFin Finances project

Name of the Company : Shoprite Financial Service (MFin)

Position : Financial Consultant (Call Centre)

Duration : March 2015 30 October 2015

Duties : Outbound sales

Inbound call

Provide telephonic customer support

Address telephonic complaints and general queries in professional

manner and in line with set standards

Adhere to sound written communication principles

Maintain customer service standards and promote a positive image of the Company

Escalate complaints/enquiries/information to relevant operational level

Ensure complaints/questions are answered/resolved in a reasonable time-frame

Follow-up on customer enquiries and complaints, if


Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

Reason for leaving : Looking for better opportunities

Currently : CEB Maintenance Africa Pty Ltd / Business Connexions

Position : Call Centre Agent

Duration : 27 June 2016 until 04 August 2017


Answer calls, log and close calls as per customers

Log calls and capture details from customer onto CEB system which are

Shoprite Online from Remedy I.T. Service Management to Navision

Foschini Online - from ITSM to Navision

S.K. Online - from Pulse to Navision

Clicks Online from Remedy to Navision

Woolworths Online to Navision

Provide customer with updates on ETA (Estimate Time of Arrival)

Follow up on customer queries that are not resolved immediately

Ensure chargeable indicators are correctly flagged

Ensuring calls are assigned timeously, actioned within SLA agreement

Closing, updating following up and monitoring calls for the customer

Ensuring that all assets changes are communicated to the relevant Dept, daily

or weekly thus ensuring database accuracy

Ensuring follow up calls on all closed calls by CEB on daily basis

References CEB Maintenance / Business Connexions

Position : Manager

Mr Eugene Smit : 011-***-****


Mr Michael Fernandes : WNS and /M Fin Shoprite Loans

Position : Team leader



Mrs Delphine Fredericks : KOEGELENBERG ATTORNEYS

Position : Manager

021-***-**** / 021-***-****


Mr Fabian Forley : First National Bank

Position : Team leader

Fraud Investigations

081-***-**** /076-***-****

Skills and values

Have a high attention to detail

Work well under pressure

Able to work independently as well as a team player

Result and deadline driven and able to prioritise tasks and manage multiple tasks

Have excellent communication and interpersonal skills, both oral and written

I am able to take ownership of problems and co-ordinate to resolution

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