Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

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 Africa
12-2015

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
Mthokozisi Edgar MbathaCustomer Service Representative