Mthokozisi Edgar Mbatha
Customer Service Representative
Durban
Summary
I am an ambitious, dedicated individual who is always passionate about what I do and delivering excellent and
professional services. Hold a high sense of moral integrity as well as honesty and loyalty. I welcome the
experience of new challenges to strengthen my knowledge and grow. I present significant confidence in my
ability to achieve my goals and perform well under pressure. Strong communication skills coupled with a strong
ability to adapt successfully into new environments carry out all required responsibilities with punctuality, strict discipline and passion.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Technical Support Representative
CCI South Africa
09.2020 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
Order Management Specialist
CCI South Africa
07.2018 - 09.2020
- Managed high volumes of orders, consistently meeting deadlines and maintaining accuracy throughout the process.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Strengthened relationships with key accounts through proactive problem-solving and superior service delivery.
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
- Handled customer credit applications and partnered with credit manager for approval and account setup.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
Education
High School Diploma -
Dr J.L Dube High School
Durban, South Africa12-2015
Skills
CRM Software
Active Listening
Technical troubleshooting
Empathy
Time management
Complaint resolution
Analytical thinking
Adaptability
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service for Tech support campaign March 2025.
- Top compliance agent certificate for Talk talk first quarter 2025
Timeline
Technical Support Representative
CCI South Africa
09.2020 - Current
Order Management Specialist
CCI South Africa
07.2018 - 09.2020
High School Diploma -
Dr J.L Dube High School
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