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Social Media Customer Service

Location:
Randburg, Gauteng, South Africa
Posted:
February 26, 2020

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Resume:

Curriculum Vitae

For

Princess Nokuthula Mandava

PERSONAL DETAILS

Forenames : Princess Nokuthula

Surname : Mandava

Sex : Female

Date of birth : 22 October 1988

Languages : English, Ndebele and Shona

Marital Status : Single

Residential Address : 14 Boundary road, Linden ext, Randburg, Johannesburg

ID/Passport Number : CN030911

Contact Number : +276********

EDUCATIONAL QUALIFICATIONS

BACHELOR OF ARTS IN COMMUNICATION SCIENCE--UNISA

CERTIFICATE IN TEACHING ENGLISH AS A FOREIGN LANGUAGE Computer literate (MS Word, MS PowerPoint and MS Excel), email, internet WORK EXPERIENCE

Employer : Yookos Micro-blogging Network

Position : Customer Service Representative

Period : September 2011 to July 2013

Duties involved

Provide contact and support to customers on tactical marketing issues.

Maintain community engagement by creating daily updates to our social media vehicles including Facebook, Twitter and Yookos.

Brand monitoring –Measure and track analytics on social media efforts conducted outlining key stats and trends to the team.

Responsible for email marketing and email corresponding.

Assist in research to be carried out in supporting our mobile initiatives.

Foster effective communication amongst departments and staff.

Assist with responding to specific product and service issues.

Assist with providing timely resolution of issues, questions and problems.

Communicate with customers on accounts, products, and sales support issues.

Communicate effectively with customers and suppliers on product introduction.

Promotional activities, vendor news, and price changes.

Guarantee satisfaction and value for our customers.

Attract potential customers by answering product and service questions Suggesting information about other products and services

Maintain customer records by updating account information

Resolve product or service problems by clarifying the customer’s complaint Determining the cause of problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting analyzing customer information

Contribute to team effort by accomplishing related results as needed

Ensure and provide quality service to both internal and external customers

Participate and provide expertise as a member of customer’s service departmental team. The team’s objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of customer service department as whole.

Contribute to the development and maintenance of standards, policies and procedures regarding customer service.

Regularly provide feedback on the soundness and effectiveness of the customer service department’s policies and procedures

Facilitate the collection of competitive information in order to monitor business trends and opportunities

Adhere to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area

Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers

Work with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.

Responsible for notifying administration of any required updates of customer records on the organization’s internal database

Provide back-up support to other group members in the performance of job duties as required

Support/participate in the organization’s Continuous Improvement Program. Previous Employer : FOREFRONT TRAINING &

BUSINESS SOLUTIONS

Position : Sales Executive

Period : March 2011 to August 2011

Duties involved

Marketing of products to companies

Sales of business solutions giving provision of quality training, conferencing networking and other innovative business solutions

Achieving set targets at a given deadline

In band and out band call management

Quality Leading sourcing

Selling skills development programmes

Data capturing

General administration duties

Providing efficient and professional service to clients all the time Previous Employer : EDUCATION FIRST

Position : International online English

Language Tutor and Study coach

Period : February 2010 to February 2011

Duties involved

Teaching English as a foreign language (TEFL)

Helping students to learn English (speaking, writing) via the internet without face to

–face interaction and live discussion

Implementing instructional activities that contribute to a climate where students are actively engaged in meaningful learning experiences

Identifying, selecting and modifying instructional resources to meet the needs of the students with varying backgrounds, learning styles and special needs.

Assisting in assessing changing curricular needs and offering plans for improvement

Maintaining effective and efficient record keeping procedures

Providing a positive environment in which students are encouraged to be actively engaged in the learning process

Classroom management

Planning, preparing and delivering lessons to a range of classes and age groups;

Marking and providing appropriate feedback and oral written work:

Teaching on a one-to-one basis

Basic administration such as keeping student registers and attendance records for starters and leavers

Collaborates with peers to enhance the instructional environment

Demonstrating gains in the student performance

Meeting professional obligations through efficient work habits such as: meeting deadlines, honouring schedules, coordinating.

Previous Employer : OSMOND TAVES DISTRIBUTORS

Position : Receptionist/Secretary

Period : February 2006 to December 2009

Duties involved

Team invitations and site visits

Diary management and travel arrangements

Updating contacts

Arranging of appointments

Answering of telephone enquiries

Reception of visitors

Serving of refreshments

Circulation of incoming mail and controlling of all incoming and outgoing files

Typing of agendas, minutes, reports etc.

Send confidential faxes,receive and send all incoming faxes and e-mail to relevant departments

Binding of reports

Arrangement of meetings

PERSONAL ATTRIBUTES

● A professional and committed approach to work

● Being dynamic, creative, imaginative and enthusiastic

● Ability to work on a self starter basis but also able to work as part of team

● Strong interpersonal skills-can relate confidently and productively with people o all ages and abilities

● Being patient and calm under pressure

● Being innovative in solving problems

● Prioritizing work, meeting tight deadlines and achieving targets-good time management skills

HOBBIES AND INTEREST

Singing, Swimming, Watching movies, listening to music, Hockey REFEREES

Tomisin Fashina

CEO Yookos Micro-blogging Network

19 Harley Street,

Ferndale

Randburg

Johannesburg

Work : +27-11-399-****

Cell : +27-83-280-****

Michelle Chavhunduka

CEO

Forefront Training and Business Solutions

Palm Court Office 1

Weltevreden Park

Rooderport

Johannesburg

Phone : +27-11-025-****

Cell : +27-72-505-****

Trevor Halgreen

Co-Centre Manager

Johannesburg

EF Education First

The Pavilion, Block D

12 Wessels Road

Rivonia, 2128

Sandton,

South Africa

PO Box 4735, Rivonia, 2128

Phone : +27-11-234-****

Cell : +27-82-442-****



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