NOMANDLA GUMEDE
Customer Support Specialist
Johannesburg
Summary
The field client support/service has been my home for over four consecutive years and I look forward to transforming further it in the years ahead. I also have an avid interest in communications and public relations/reputational management and, I aspire to integrate the above to add value to any organization or team that I will form part of.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Bolt Johannesburg
Johannesburg
11.2017 - 04.2024
- Maintaining relationships with drivers and clients on the ride-hailing platform
- Queries resolved are the following:
- Client refunds and the assistance of adding payment methods to the rider app
- Weekly payout issues and adding banking details for drivers
- Attending to safety issues of clients on the ride-hailing platform
- Assistance in the recovery of lost items of clients
- Assisting new and existing drivers to add new vehicles to the platform
- Maintaining relationships with clients, couriers, and restaurant/fast food managers on the Bolt Food platform
- Queries resolved are the following:
- Client refunds on failed food orders
- Courier and restaurant refunds on failed orders
- Food voucher issuing
- Assisting couriers with weekly payouts
- Allocating new orders to couriers
- Maintaining relationships with Bolt and outsourced organizations that assist in query resolution
- Queries resolved are the following:
- Conducting weekly research (records of queries resolved by outsourced agents)
- Monitoring quality of agent responses
- Assist team leads in implementing action plans to improve outsourced agents' response quality
- Formulating weekly reports from the data compiled from the weekly research and presenting it to team leads
Education
BA in Strategic Communications In Corporate Communications - undefined
University of Johannesburg
02.2014 - 4 2017
BA (Hons) Communication Theory - undefined
University of Johannesburg
02.2018 - 4 2019
TESOL Certificate - undefined
CultureRoute
04.2019 - 5 2019
Skills
Customer Service
Personal Information
- Date of Birth: 09/20/1995
- Nationality: South African
References
Zandile Maziya, Ex-Manager at Bolt, +27 78 384 8846
Languages
English
Advanced (C1)
Timeline
TESOL Certificate - undefined
CultureRoute
04.2019 - 5 2019
BA (Hons) Communication Theory - undefined
University of Johannesburg
02.2018 - 4 2019
Customer Support Specialist
Bolt Johannesburg
11.2017 - 04.2024
BA in Strategic Communications In Corporate Communications - undefined
University of Johannesburg
02.2014 - 4 2017
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