Music
Jenine Zondi
Helpdesk Specialist
Durban
Summary
Dynamic Helpdesk Specialist with a proven track record at SA Home Loans, enhancing customer satisfaction and reducing complaints through effective problem-solving and empathetic communication. Skilled in multitasking across software platforms and fluent in multiple languages, excelling in teamwork, adaptability, and maintaining high-quality standards.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Helpdesk Specialist
SA Home Loans
Durban
03.2021 - Current
- Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Provided constructive feedback during regular team meetings, helping drive continuous improvement within the department.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Contributed to significant reduction in customer complaints by implementing effective conflict resolution strategies.
- Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Manage approximately 40-50 daily calls on average
- Maximum emails that I can reply to per day from customers 80+-
Call Agent
CCI South Africa
02.2019 - 11.2019
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
Education
Bachelor of Arts - Communication Sciences
University of South Africa
Durban, South Africa 01.2023 - Current
Skills
Customer communications
Problem-solving skills
Call center experience
Interpersonal skills
Quality assurance
Fluency in multiple languages
Active listening
Problem-solving abilities
Teamwork and collaboration
Adaptability and flexibility
Multitasking
Client service
Accomplishments
Multiple amazing service certificates
Interests
Timeline
Bachelor of Arts - Communication Sciences
University of South Africa
01.2023 - Current
Helpdesk Specialist
SA Home Loans
03.2021 - Current
Call Agent
CCI South Africa
02.2019 - 11.2019
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