Nonhlanhla Khoza
Johannesburg
Summary
I am a dedicated professional with a strong background in customer service, and a proven track record of rapid learning and adaptability. Demonstrates exceptional communication skills, and a commitment to enhancing customer experiences. Eager to leverage expertise to drive success within the organization, and contribute to team objectives.
I thrive in team environments and excel at working with diverse personalities. My organizational skills, and ability to multitask, ensure that I can handle various responsibilities efficiently. I am committed to delivering my best work and taking on the responsibilities of this position with dedication.
I am a driven professional with a commitment to continuous improvement and growth, consistently exceeding expectations. Demonstrates strong motivation and enthusiasm, ready to make a positive impact within the team. A reliable asset, focused on delivering meaningful contributions to organizational success.
I am well-versed in resolving different issues and committed to delivering excellent results.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Multichoice DStv
Randburg
06.2014 - Current
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements
- Processed and issued product orders (contracts) and service upgrades for customers
- Maximized customer satisfaction by resolving service issues promptly
- Built rapport with customers through courteous and professional communication.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints, and guarantee customer satisfaction.
- Handled high-volume telephone calls to address and resolve customer queries.
- Promoted company products using approved techniques, increasing revenue, and exceeding performance expectations.
- Coordinated referrals and escalations to obtain specialized support.
- Provided information on after-sales services for comprehensive support.
- Stayed current on policies, procedures, and standards to offer optimal support.
- Followed scripts and processes to uphold brand standards.
- Gave out information and advice about available products and service options.
- Responded to live and social media chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Processed refunds and service requests for customers.
- I listened to individual complaints with an open mind, and I asked detailed questions to understand the issues.
- Addressed customer service inquiries quickly and accurately.
- Maximized customer satisfaction by resolving service issues promptly.
- Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Tracked orders from placement to delivery using internal systems.
- Provided technical support over the phone when needed.
- Ensured compliance with applicable laws when dealing with customers.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Advised customers on purchasing decisions based on their individual needs.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Returned customer calls within established turnaround time to meet company objectives.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
Customer Service Agent
Merchants - Vodacom
Johannesburg
04.2013 - 05.2014
- Resolved customer queries calmly and professionally, reducing the need for escalation to management.
- Maintained clean, tidy working environments for enhanced hygiene, and improved operational efficiency.
- Offered knowledgeable, comprehensive customer advice, enhancing product understanding and appeal.
- Worked with energy and enthusiasm to deliver faultless customer care within target timeframes.
- Employed excellent analytical skills to assess and successfully identify customer needs.
- Checked product availability for customers and staff with enthusiasm and determination.
- Attended training sessions regularly to stay current on new products or services.
- Resolved customer complaints quickly and efficiently.
- Provided product information to customers in a timely manner.
Harambee Youth Program
01.2013 - 04.2013
- Received comprehensive training through Harambee Youth Employment Accelerator to excel in professional environments.
Education
Information Technology Management
MANCOSA
Gauteng05-2025
Harambee Youth Program -
Harambee
04.2013
Matric - Grade 12
Waverley Girls' High School
12.2007
Skills
- Effective Listening
- Effective Problem-Solving
- Efficient Data Management
- Customer Service Excellence
- Inbound call management
- Outstanding communication skills
- Team collaboration
- Empathetic and genuine
- Task prioritization
- Complaint handling
- Microsoft office suite proficiency
- Billing inquiries
- Assertiveness
- Live chat support
- Time management
- Multitasking and organization
- Issue follow-up
- Customer complaint resolution
- Verbal and written communication
- Technical troubleshooting
References
- Mandla Tshuma, Multichoice, mandla.tshuma@multichoice.co.za, +27711471706
- Nomsa Moyo, Merchants - Vodacom, +27839267543
Languages
- Isizulu
- English
- Sotho
Personal Information
- Date of Birth: 22 July
- Nationality: South African
Affiliations
DIY enthusiast
Languages
Isizulu
First Language
English
Advanced (C1)
C1
Sisotho
Intermediate (B1)
B1
Timeline
Customer Service Agent
Multichoice DStv
06.2014 - Current
Customer Service Agent
Merchants - Vodacom
04.2013 - 05.2014
Harambee Youth Program
01.2013 - 04.2013
Information Technology Management
MANCOSA
Harambee Youth Program -
Harambee
Matric - Grade 12
Waverley Girls' High School
Similar Profiles
Ewald PhillipsEwald Phillips
Sales Consultant at Multichoice ,DSTVSales Consultant at Multichoice ,DSTV
Nkosinathi MadyosiNkosinathi Madyosi
Technical Consultant at Multichoice ,DSTVTechnical Consultant at Multichoice ,DSTV
Milkias E DejeneMilkias E Dejene
Regional Sales Manager at Multichoice ,DSTVRegional Sales Manager at Multichoice ,DSTV