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Ncediswa Mpukwana
Senior Customer Service Agent
Dubai,DU
Summary
Achieved recognition as senior customer service agent by delivering exceptional support to passengers. Enhanced service delivery through completion of specialized customer service courses. Contributed to improved customer experiences by applying learned strategies effectively.
Overview
15
15
years of professional experience
3
3
Certification
Work History
Postal Clerk
South African Post Office
- Processed money orders, cashier''s checks, and other financial transactions with precision and attention to detail.
- Weighed mail and computed pricing amounts.
- Maintained accurate records of transactions and inventory for accountability.
- Assisted customers with inquiries, providing clear information on services and rates.
- Processed incoming and outgoing mail efficiently, ensuring timely delivery.
Senior Customer Service Agent
Emirates Group
11.2022 - Current
- Oversaw delivery of premium and first-class customer service to VIP and high-value guests in Marhaba Lounge.
- Served as Senior escalation point for customer issues, special requests, and service recovery situations.
- Facilitated personalized services for our Elite passengers, including lounge coordination, airport assistance, and priority handling.
- Oversaw service delivery to align with Marhaba, Dnata and airline service standards, ensuring adherence to safety procedures and compliance requirements.
- Mentored and guided junior customer service agents to uphold service excellence.
- Facilitated collaboration with airline representatives, immigration security, and ground handling teams.
- Exercised discretion and professionalism in interactions with high-profile VIP and elite customers.
Customer Service Agent
Emirates Group
01.2015 - 11.2022
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed multiple communication channels, including phone, email, and chat support.
- Trained new team members on customer service protocols and best practices.
- Enhanced operational processes to improve response times and service quality.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Food And Beverage Management, Business Management
Connoisseurs Hospitality College
East London, South Africa 12-2004
Labour's Relations
Connoisseurs Hospitality College
East London, South Africa Skills
Customer service
- Outstanding communication skills
- Customer complaint resolution
- Computer proficiency
- Prioritization
- Problem resolution
- Customer relations
Data entry
Problem resolution
Outstanding communication skills
Customer complaint resolution
Certification
Advanced Human Resources and Admin Skills
Hospitality Expert Tips: Customer Service For Any Sector
Customer Experience Foundations
Leading A Customer Service Team
CustomerExperience
Additional Information
Based in Dubai, UAE • Flexible with shifts, weekends, and public holidays
Experienced in multicultural, international, and high-pressure environments
Timeline
Senior Customer Service Agent
Emirates Group
11.2022 - Current
Customer Service Agent
Emirates Group
01.2015 - 11.2022
Food And Beverage Management, Business Management
Connoisseurs Hospitality College
Labour's Relations
Connoisseurs Hospitality College
Postal Clerk
South African Post Office