Tell us two or three companies you have worked for?

I have had the opportunity to work for two great companies in the past few years. From January
2020 to August 2021, I was part of the customer service team at Rand Merchant Bank. In this role:-
I responded to customer inquiries and complaints via email, phone, and chat
I managed customer accounts, such as processing payments, setting up new accounts, and
updating account information
I utilized customer service software to track customer interactions and resolve issues quickly
and efficiently
I achieved a 95% customer satisfaction rating in annual customer service surveys

In September 2021 to March 2023, I joined Mercedes Benz South Africa as a customer service
representative. In this role, I have been responsible for managing customer queries, complaints and
feedback via phone, email and social media platforms. I assisted customers with inquiries related to
vehicle maintenance and repair services
I booked appointments for service and communicated with customers throughout the process
I collaborated with the service team to ensure that customer needs were met in a timely and
efficient manner
I maintained accurate records of customer interactions and service history.

Why did you stop working for your previous company?

I left my previous companies because I was looking for new opportunities to
grow and develop my skills. While I enjoyed my time there and learned a lot of
skills, I felt that I had reached a point where I was ready for a new challenge. I
am excited about the prospect of working for Talentpop because it aligns with
my career goals and offers the potential for me to expand my skills in customer
service. I am confident that I can bring the experience and knowledge that I
gained from my previous role to contribute to the success of your team.

Which softwares did you use in your previous role?

In my previous roles at Rand Merchant Bank and Mercedes Benz South Africa, I
used several software programs to effectively manage customer inquiries and
transactions. These included Zendesk, Shopify, Gorgias:-

In particular, I used Zendesk to manage customer inquiries and complaints, ensuring that they were
resolved in a timely and efficient manner. I also used Shopify to process orders and manage
inventory, while Gorgias was useful in managing customer communication across different
channels such as social media, email, and chat.
I am comfortable using a range of software programs and I am always willing to learn new ones if
required for the job. I understand the importance of staying up to date with the latest tools and
technologies in customer service to provide the best service possible to customers

Tell us the number of customers in email, live chats and calls?

In my previous roles at Rand Merchant Bank and Mercedes Benz South Africa, I
interacted with a large number of customers through various channels
including email, live chats, and calls. While I don't have an exact count, I
estimate that I have interacted with hundreds of customers over the course of
my career.

At Rand Merchant Bank, I prmarily interacted with customers over the phone and through email,
and handled approximately 50-60 customer interactions per day. At Mercedes Benz South Africa, I
managed customer inquiries and complaints through multiple channels, including email, live chats,
and social media platforms. On average, I would estimate that I interacted with around 70-80
customers per day.
Throughout my career, I have developed excellent communication and problem-solving skills,
which have allowed me to handle customer interactions effectively and efficiently. I believe that
my experience in managing a high volume of customer inquiries has prepared me well for a
customer service role at Talentpop.
Have ever processed a refund?
Yes, I have processed refunds in my previous roles at Rand Merchant Bank and Mercedes Benz
South Africa. In both roles, I was responsible for managing customer inquiries and complaints,
which included handling refund requests.
At Rand Merchant Bank, I processed refunds for customers who had been charged incorrectly or
had experienced issues with their transactions. I would work with the customer to verify their
account details and process the refund in accordance with the bank's policies and procedures.
At Mercedes Benz South Africa, I also processed refunds for customers who had experienced
issues with their orders, such as delays in delivery or receiving the wrong product. I would work
with the customer to understand the issue and then initiate the refund process through our system. I
would also follow up with the customer to ensure that the refund had been processed correctly and
that they were satisfied with the resolution.
Processing refunds can be a sensitive issue for customers, but I believe that my experience in
managing these situations has equipped me with the skills and empathy needed to handle them
effectively. I understand the importance of following policies and procedures while also providing
excellent customer service, and I am confident that I can apply these skills in a customer service
role at Talentpop.
How do you define ecommerce?
E-commerce is the buying and selling of goods or services through the internet. It involves the use
of online platforms, such as websites or mobile apps, to enable customers to browse, select,
purchase and pay for products or services.
E-commerce has become increasingly popular over the years, as it offers many benefits to both
businesses and customers. For businesses, e-commerce provides a wider reach, allowing them to
sell their products or services to customers anywhere in the world. It also allows for easier and
more efficient inventory management, and can reduce costs associated with physical retail spaces.
For customers, e-commerce provides convenience, as they can shop from the comfort of their own
homes, and often have access to a wider range of products.
As a customer service representative, I understand the importance of providing excellent support to
customers who are engaging in e-commerce transactions. This includes ensuring that they have a
seamless experience throughout the buying process, from browsing and selecting products to
making payments and receiving their purchases. It also involves addressing any issues or concerns
that may arise during the transaction, such as product defects, delivery delays, or payment
processing problems.
Do you have alternative source of internet?
Yes, I do have an alternative source of internet. As a customer service
representative, it is important for me to be available to customers at all times,
and having a reliable internet connection is essential to ensure that I can
respond to inquiries and resolve issues promptly. I have mobile hotspot device,
as well as a secondary internet service provider. Having an alternative source
of internet has been invaluable in ensuring that I am able to maintain high
levels of customer service and meet the needs of customers, even in the event
of unexpected internet outages or technical issues.
What is good customer service?
Good customer service is all about meeting the needs and expectations of the
customer in a timely, efficient, and friendly manner. It involves listening
carefully to their concerns, addressing their needs with empathy and respect,
and providing them with accurate and helpful information.
Why should we hire you?
As someone who has worked at both Rand Merchant Bank and Mercedes Benz South Africa, I
have gained valuable experience in providing excellent customer service. I believe that my skills,
experience, and achievements make me an ideal candidate for this customer service role.
Skills:

• I have excellent verbal and written communication skills, which allow me to communicate
effectively with customers from diverse backgrounds and cultures.
• I have a talent for identifying and resolving customer issues in a timely and efficient
manner.
• I pay close attention to detail, ensuring that I am thorough in my work and that all customer
requests are met to their satisfaction.
• I am able to handle multiple tasks and customers simultaneously, while remaining focused
and efficient.

Experience:

• During my time at Rand Merchant Bank, I worked as a customer service representative,

where I was responsible for handling customer inquiries, resolving issues, and providing
excellent service to customers.
• At Mercedes Benz, I worked as a customer service advisor, where I managed customer
relationships and ensured that all customer requests were addressed in a timely and efficient
manner.

Achievements:
 • Through my hard work and dedication, I have consistently achieved high customer
satisfaction ratings, which has contributed to the success of the companies I have worked
for.
• I have a track record of identifying and addressing customer complaints, which has resulted
in a decrease in the number of complaints received by the companies I have worked for.
• I have received numerous positive reviews and feedback from customers, which highlights
my ability to provide exceptional service and build strong customer relationships.

I am a dedicated and hardworking individual who is passionate about providing excellent customer
service. I am a good listener, patient, and empathetic, which allows me to understand and address
the needs of customers effectively. I am also a quick learner, adaptable, and willing to take on new
challenges, which makes me an asset to any team.
Therefore, I believe that my combination of skills, experience, achievements, and personality make
me an ideal candidate for this customer service role. I am confident that I can contribute to the
success of your company and provide exceptional service to your customers