MTHOKOZISI EDGAR MBATHA
Johannesburg
Summary
Customer service professional with hands-on experience handling inbound calls, chat, and email support, resolving complaints, and managing cases to keep customers informed and satisfied. Brings strong technical troubleshooting, broadband fault handling, order processing, and clear communication in fast-paced service environments.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Customer Service Representative
CLEARSOURCE
Johhanesburg, 2198
11.2025 - Current
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Processed sales transactions accurately, handling cash and card payments efficiently.
- Configured network systems to ensure optimal performance and reliability.
Talk talk Tech Assurance service Expert
CCI call centre Telecommunications Inc
01.2022 - Current
- Managed cases and resolved customer complaints across voice and chat queues, enhancing customer satisfaction.
- Handled second tier campaign for inbound and outbound calls, resolving broadband faults efficiently.
- Facilitated floor walks to support and mentor tech graduate bay agents, fostering skill development and team cohesion.
Talk talk Back office department
01.2021 - 01.2022
- Outbound calling customers to update correct address details ensuring routers and returns bag reach customers on time.
- Booking broadband engineers to set up and install equipment.
Talk talk Order management department
01.2019 - 01.2021
- Keep customer informed on the progression of broadband order making sure internet services go live on promised customer agreed date.
- Upsell and retain high rated customers by offering unbeatable tailor made broadband packages.
Education
Grade 12 (Matric) -
Dr J.L Dube High School
Durban, KZN01-2015
Skills
- Technical troubleshooting
- CRM Software
- Sales
- Effective communication
- Time Management
- Creative problem-solving
- Teamwork
- Customer relationship management
- Case management
- Order fulfillment
- Complaint resolution
LANGUAGES
English (Fluent) read and write
Advanced
C1
IsiZulu
Proficient
C2
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation, resulting in more effective and timely resolutions on hardware and software concerns for the Traeger grills company.
REFERENCE
- Elaine, Govender, Team Leader order management, 074 930 1214
- Jerome, Gopal, Team Leader Tech Experts, 071 801 5076
- Que Motsoasele, Team Leader, 068 077 1646
Timeline
Customer Service Representative
CLEARSOURCE
11.2025 - Current
Talk talk Tech Assurance service Expert
CCI call centre Telecommunications Inc
01.2022 - Current
Talk talk Back office department
01.2021 - 01.2022
Talk talk Order management department
01.2019 - 01.2021
Grade 12 (Matric) -
Dr J.L Dube High School