Hlengiwe Mercy Ziqubu

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, and businesses realize their greatest potential.

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard.
• Responsible for overall satisfaction and retention of customers through knowledge of their core business and products
• Use customer relationship management (CRM) and ticketing systems to log, track, and resolve complex customer inquiries.
• Create and update knowledge base articles for internal and customer use.
• Prepare reports on customer issues, resolutions, and trends to inform products knowledge.
• Maintain professional and empathetic approach to customer inquiries.
• Collaborate with internal teams to ensure prompt resolution of escalated issues
• Educate customers on product functionality and troubleshooting techniques.
• Train colleagues or new hires on tools, systems and process.

Achievements

Appointed as SME for South Africa On-soil.

iKhokha helps entrepreneurs and business of all sizes start, run, and grow

• Provided after sale service. Assisted in on-boarding new customers by explaining technical aspects of products and services.
• Increase merchant conversion/activation through efficient handling time across CRM platform and telephonically.
• Identify outstanding FICA requirements and proactively request these documents from merchants.
• Keep merchants informed of all changes and processes.
• Provide unsurpassed customer experience to promote retention and loyalty.
• Conduct courtesy calls/emails to ensure product and service satisfaction.
• Achieve positive reviews on social media platforms.
• Ensure attention to detail when capturing merchant information efficiently and accurately.
• Ensure technical issues are resolved.

Achievements

Top Performer Certificate x2 with most on-boarded merchants.

In my role, I opened Incidents, transferring to correct resolver group, following up with resolver group, and communicating Incident status to customers.

• Process technical competency with knowledge of identified technologies and product.
• Provide best-in- class customer service and making outbound calls in connection with problem resolution.
• Managed over 50 customer calls per day.
• Troubleshooting reported issues related to Fibre Connections and Intermittent Connections.
• Managed customer lines for minimum wait times and high satisfaction.
• Investigated and promptly addressed technical accounting issues to maintain high standards of process efficiencies.