Mandisi Soga

I am a Qualified Journalist who currently work as a Customer Service Agent for Boylesports South Africa (an online betting company based in Century City, Cape Town).

I have close to 2 years experience in Customer Service as a Customer Service Agent. In that 2 years, I have had the opportunity to shadow the Trading Department and Marketing Team. I have excellent communication skills with an outstanding KPA (Key Performance Appraisal) track record. 

I have very strong skills in Time Management and Punctuality. 

1. INDEPENDENT ONLINE MEDIA (IOL) Cape Town, WC (News and Information Media House)

Period: June 2020- August 2020 

Position/Title: NEWS INTERN JOURNALIST 

• Assist the Web Producers in story research and writing. 

• Researching stories as directed. 

• Assist the Assignment Desk in researching story ideas and coordinating interviews and photographers. 

• Write accurate interview transcripts. 

• Making beat checks and assignment editors and reporters in setting up coverage plans.

2. GENPURL (PTY) Wellington, Western Cape (Marketing Consultant Company) 

Period: June 2021- December 2021 

Position/ Title: DIGITAL CONTENT CURATOR 

• Sort out data on the internet and collect the most relevant data to share on blogs. 

• Skim headlines and narrow the content to a list of potential options. 

• Read the content and determine whether it meets the criteria required for sharing. 

• Create a list of relevant topics that the target audience would find interesting. 

• Develop specific keywords and phrases for each topic to utilize as search criteria during the process.

3. BOYLESPORTS Century City, Cape Town Online Sports Betting Company - CURRENT

Period: June 2022- Present 

Position/ Title: Customer Service Agent 

• Providing a high-quality customer service over the phone, email and live chat/instant messaging for customers. 

• Proactively educate customers on the different digital options available such as online and mobile sites, deposit and withdrawal options, general navigation of our platforms, and markets and bet types. • Work with key stakeholders to ensure any issues are escalated and resolved. 

• Understand Compliance responsibilities and identify where customers may , need support. 

• Actively listen to, communicate, and understand customer needs and building effective relationships. • Make sure customer records are accurate and up to date and remain confidential at all times. 

• Maintain a consistent and professional approach to all customers. 

• Effectively navigate the systems to answer customer enquiries quickly and efficiently. 

• Keep up to date with all communication and relevant information sources to maximise knowledge and skills and to provide up to date information to customers. 

• Relay insights on customer needs, requests, satisfaction and dissatisfaction to Team Leaders and the Customer Service Operations Manager as soon as any such insights are shared with me by our customers, and if I don't find out about such during the course of my interactions with them.

Diploma in Journalism (NQF Level 7) & Advanced Diploma in Journalism (NQF Level 8)