Khaliphile Sibanda
CX Technical Agent
Midrand
Summary
Experienced Technical Support Agent with nearly 7 years in customer service. Currently a CX chat agent at Vumatel, skilled in troubleshooting, customer interaction, and technical problem resolution. Proficient in key systems like Freshdesk, Qcontact, Agility, and Salesforce, with a strong understanding of networking, fiber optics, and ISP operations. Recognized for outstanding performance in CSAT, FCR, and Quality Assurance. Known for a proactive approach, adaptability, and strong teamwork in delivering high-quality service.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
SADV CX Agent
SADV Vumatel
03.2023 - Current
My duties and responsibilities are to assist SADV reach customers by offering support via chat, emails, Facebook and tickets
- Logging tickets to Vumatel, replacing orders, escalating via emails to various departments.
Technical Support Agent
Startek
01.2022 - 03.2023
Used 22 systems, setting up old and new routers, reset and reconfigure the router, log faults and assist with fault progress calls, probing and troubleshooting, Microsoft knowledge, email and connectivity password reset.
Education
Matric -
Eqinisweni Sec School
01.2009 - 05.2013
Contact Centre Support -
ADY Staffing PTY LTD
JohannesburgSkills
Systems Proficiency: Skilled in using Freshdesk, Qcontact, Agility, Vumatel Admin Portal, AEX, CRM, Excel, and Salesforce
Technical Skills: Knowledgeable in basic networking, fiber optic technology, troubleshooting connectivity issues, and customer premises equipment Familiar with ISP operations and service delivery over fiber networks, provisioning, conducting speed tests, and router reconfiguration
Problem-Solving Skills: Adept at analytical thinking, resourcefulness, and making informed decisions for issue resolution
Soft Skills: Demonstrates patience, empathy, and strong time management in handling customer issues
Adaptability: Open to learning new technologies and flexible in addressing diverse customer needs and technical environments
Teamwork and Collaboration: Works well with team members, shares knowledge, and escalates issues appropriately
Billing Knowledge: Assists with payment processing, adjusting payment details, and educating clients on billing options
Service Management: Handles reconnection orders, service upgrades/downgrades, and client retention
Live Chat and Ticketing: Provides support via chat on Qcontact and manages email tickets from customers and channel partners on Agility
Refund Processing: Logs refund tickets on Agility, collects required documents, and prepares refund packs for clients
Recognition: Acknowledged by the manager for exceptional performance in CSAT, FCR, and Quality Assurance
Communication Skills: Effective in clear communication, active listening, and maintaining professionalism and patience in customer interactions
References
- Thokozani, Team leader, 065 988 4211
- Sameer Hardien, Team Leader, 0845435125
Timeline
SADV CX Agent
SADV Vumatel
03.2023 - Current
Technical Support Agent
Startek
01.2022 - 03.2023
Matric -
Eqinisweni Sec School
01.2009 - 05.2013
Contact Centre Support -
ADY Staffing PTY LTD