Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nomkhosi Mzolo

Summary

Experienced in handling customer queries with friendly and professional approach. Thrive in fast-paced environments, ensuring customer satisfaction through clear communication and problem-solving. Excel in building rapport and resolving issues efficiently.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Multichoice
09.2013 - Current
  • Capturing customers information process customer orders and file documents
  • Handle face to face enquiries
  • Handle customer complaints, provide appropriate solutions and escalate to the relevant department
  • Provide support with the application issues
  • Resolve router issues, troubleshoot and provide ongoing technical assistance to customer
  • Manage and follow up on orders, quotes and invoices
  • Prepare and submit reports
  • Handle cash and billing queries and allocate payments
  • Built rapport with customers through courteous and professional communications.
  • Addressed customer service enquires quickly and accurately.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.
  • Schedule installations
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
  • Maximizes customer satisfaction by resolving service issues promptly.
  • Assisted customers with product-related questions, feedback and complaints.
  • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
  • Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.
  • Managed up to 50 customer inquiries per day in fast-paced center.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Inspected incoming and outgoing shipments to identify discrepancies with records.
  • Handled day-to-day shipping and receiving overseeing more than packages per day.

Call Center

Mtn
07.2007 - 06.2012
  • Taking calls, logging all calls
  • Handle and resolve customer complaints and queries
  • Provide customers with product information and procedures
  • Escalate priority issues
  • Prepare reports and feedback.
  • Answered calls and interacted with community members to provide information on advocacy services.
  • Analysed call and email logs to identify trends in customer enquiries, contributing to service adjustments.
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
  • Handled high call volumes through successful switchboard operation.
  • Conducted customer satisfaction follow-up calls to gather feedback on service experience and resolve any lingering issues.
  • Accurately recorded calls, client information and sales data on CRM systems for future marketing and sales purposes.
  • Answered and directed incoming calls to relevant staff members using multi-line telephone system.

Education

Bcom Information and Technology Management -

Mancosa
12.2020

Skills

  • Customer Service
  • Problem Solving skills
  • Administration skills
  • Data Entry
  • Microsoft Office
  • Effective Communication
  • Time Management Skills
  • Interpersonal communication
  • Email management
  • Active listening
  • Strategic supply chain
  • Billing systems
  • CRM
  • Database management
  • Order processing
  • Basic accounting
  • Telephone etiquette
  • Office admin

Certification

  • SAP simplified for absolute beginners
  • Beginner to Project Management
  • RE5
  • Administrative Office Management

Timeline

Customer Service Representative

Multichoice
09.2013 - Current

Call Center

Mtn
07.2007 - 06.2012

Bcom Information and Technology Management -

Mancosa

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Nomkhosi Mzolo