Nokukhanya Xoliswa Yolanda Ndwandwe
Durban,KwaZulu Natal
Summary
Dynamic customer service professional with extensive experience at Huntswood, adept at resolving complex issues and enhancing customer satisfaction. Skilled in technical support and active listening, I excel in upselling value-added products while maintaining strong relationships. Committed to delivering tailored solutions that ensure customer retention and loyalty.
Overview
1
1
Language
3
3
years of post-secondary education
7
7
years of professional experience
Work History
Customer Service Representative
Huntswood
Durban
02.2025 - Current
- Managed inbound customer enquiries, providing accurate resolutions via phone and digital channels to enhance customer satisfaction.
- Supported vulnerable customers with empathetic communication, ensuring timely access to essential appliances and tailored service solutions.
- Coordinated repairs for faulty home essential appliances and escalated exceptions to resolve complex account issues.
- Maintained detailed case notes on the genio and orbit systems, ensuring clear audit trails and compliance.
Customer Service Agent
Kura SA
01.2023 - 04.2024
- Processed customer billing transactions , Provided technical support to troubleshoot and resolve customer issues effectively, Upsold value-added products to enhance customer experience and drive additional revenue
- Handled customer inquiries for Kura SA through phone, email, and chat channels
- Resolved complaints using Kura SA service policies and clear escalation steps
- Recorded customer details and cases in CRM systems
Customer Service Agent
Ignition Group
10.2020 - 10.2022
- Processed customer billing transactions accurately , Provided technical support, troubleshot modems, and retained customers through effective solutions, Upsold value-added products to enhance customer experience
- Managed Kura SA customer inquiries across phone, email, and chat channels.
- Resolved Kura SA service issues using company policies and procedures.
- Documented customer cases in Kura SA support systems.
Customer Service Agent
CCL International
02.2020 - 09.2020
- Processed customer billing transactions, technical support troubleshooting modems and retention saving customers
- Managed customer calls and emails using Kura SA service protocols.
- Resolved billing questions and account issues through CRM records.
- Processed service requests and updated customer information accurately.
Education
No Degree - English, Zulu, Life orientation, Maths Literacy, History, Dramatic Arts, Travel & Tourism
Hillgrove Secondary
Newlands West 01.2017 - 12.2019
Skills
- Customer service
- Technical support
- Issue resolution
- Repair coordination
- Data entry
- Customer relationship management
- Product recommendations
- Problem solving
- Critical thinking
- Active listening
- Positive and professional
Personal Information
- Title: Customer Service Agent
- Date of Birth: 2001-09-28
- Gender: Female
- Nationality: South African
- Marital Status: Single
- ID Type: Identity Number
- ID Number: 0109280988089
Languages
English, Advanced (C1), IsiZulu, Advanced (C1)
Languages
English
Beginner
A1
Timeline
Customer Service Representative
Huntswood
02.2025 - Current
Customer Service Agent
Kura SA
01.2023 - 04.2024
Customer Service Agent
Ignition Group
10.2020 - 10.2022
Customer Service Agent
CCL International
02.2020 - 09.2020
No Degree - English, Zulu, Life orientation, Maths Literacy, History, Dramatic Arts, Travel & Tourism
Hillgrove Secondary
01.2017 - 12.2019