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Johannesburg, Gauteng, South Africa

Basetsana Moleleki

Customer Service & Technical Support Professional

I help customers solve complex technical and billing problems — calmly, clearly, and fast.

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Years in support
5+

Years in support

Markets served: UK, US, SA
3

Markets served: UK, US, SA

Advisor, Merchants 2023
Top 5

Advisor, Merchants 2023

Portrait of Basetsana Moleleki, customer service and technical support professional

About

Calm under pressure, clear with people

I'm a customer service and technical support professional based in Johannesburg, with experience supporting fiber internet, cable TV, and e-commerce customers across the UK, US, and South Africa. I specialize in diagnosing connectivity and billing issues, explaining technical information clearly to non-technical customers, and turning frustrated callers into satisfied ones. I'm multilingual, detail-oriented, and constantly looking to grow my technical skill set. I'm currently looking for a role where I can keep solving real problems for real people.

"Industrious, goal-driven customer service and technical support professional with 5+ years resolving complex billing and connectivity issues for international clients."

Professional identity

Skills

What I bring to a support desk

Technical Skills

  • Troubleshooting (fiber / router / connectivity)
  • Billing systems navigation
  • Digital skill proficiency
  • Microsoft Word
  • Outlook
  • Excel (formulas, dashboards)
  • Data analysis basics
  • Multi-system multitasking

Soft Skills

  • Objection handling & negotiation
  • Client retention
  • Professional written & verbal communication
  • Multilingual communication
  • Team collaboration
  • Conflict de-escalation

Projects

Selected work

Support ticket dashboard with KPI cards for resolution time, ticket volume and satisfaction, plus bar and line charts

Customer Support Ticket Dashboard

An interactive dashboard analysing 160 mock support tickets to surface trends in resolution time, channel volume, and customer satisfaction. Pivot-style formulas and charts revealed that billing queries had the slowest resolution times — which informed a process-improvement recommendation.

  • Microsoft Excel / Google Sheets
  • SUMIFS / AVERAGEIF / COUNTIF
  • Data visualisation
View dashboard
Flowchart of a support chatbot decision tree branching through billing, technical and account triage paths

Customer Service Chatbot Decision Tree

A decision-tree flow for a support chatbot handling "slow internet" tickets — mapping the full triage logic from outage detection through router troubleshooting to Wi-Fi diagnosis and escalation, turning a multi-step human conversation into a guided self-service flow.

  • Flowchart / decision-tree design
  • UX writing for support automation
Laptop showing the layout of this responsive portfolio website homepage

This Portfolio Website

Built and deployed this responsive portfolio using AI-assisted development — writing detailed prompts, reviewing and debugging the generated code, and iterating on layout, responsiveness, and accessibility.

  • React
  • Tailwind CSS
  • Lovable
  • Deployed on Lovable
GitHub repository

Education

Academic background

Grade 12 Certificate

Lotus Garden Secondary School

Subjects

  • English
  • Afrikaans
  • Mathematics
  • Life Orientation
  • Life Science
  • Physical Science
  • Economics

Certifications

Training & recognition

  • Technical & Digital Skills

    Certified at Amazon.com

  • Communication (online course)

    Completed · July 2020

  • Top 5 Customer Service Advisor

    Merchants · 2023

Experience

Where I've worked

  1. Customer Service Agent · YouFibre UK

    March 2025 – March 2026

    • Provided technical and billing support for UK-based fiber customers via phone, email, and live chat.
    • Identified root causes of service interruptions and guided customers to resolution.
    • Processed upgrades, downgrades, and relocations end to end.

  2. Customer Service Advisor · Merchants SA (Comcast / Xfinity)

    March 2023 – November 2024

    • Provided first-line technical support for routers and cable TV services.
    • Explained billing cycles and corrected billing discrepancies.
    • Upsold relevant products while multitasking across multiple systems.

  3. Customer Service Advisor · Webhelp (Amazon)

    August 2022 – February 2023

    • Handled pre- and post-order queries for e-commerce customers.
    • Provided technical support for video apps and digital devices.
    • Managed returns, replacements, refunds, and complaint escalations.

  4. Teacher's Assistant · Zodwa Special School

    January 2021 – August 2022

    • Supervised classroom and playground activities.
    • Maintained a safe, supportive learning environment.
    • Assisted with administrative duties.

  5. Debt Collection Agent · Hahn Collections

    May 2020 – December 2020

    • Negotiated payment arrangements with debtors.
    • Handled inbound queries with professionalism and empathy.
    • Maintained accurate records in the Excalibur system.

References available on request.

Contact

Let's talk about your support team

I'm open to customer service, technical support, client success, billing support, and contact centre roles. The fastest way to reach me is email — I reply within one business day.

Email meDownload CV