Nothando Pearl Zungu
Agent Customer Back Office Support
Centurion
Summary
Dynamic customer service professional with a proven track record of delivering exceptional care and support. Recognized for expertise in swiftly resolving customer concerns while enhancing service efficiency. A collaborative team player, adaptable to evolving needs, and proficient in communication and problem-solving, consistently driving positive outcomes. Committed to fostering strong customer relationships and contributing to organizational success through dedicated service excellence.
Overview
16
16
years of professional experience
Work History
Customer Care Agent (Customer Back Office Support Services)
MTN
07.2023 - Current
- Acknowledge and resolve all queries on remedy received from front line customer services
- Interact with other departments to communicate friends and customers feedback to facilitate problem resolution.
- Meet service quality standards as outlined
- Responds appropriately and timely to complex, high risk and customers complaints.
- Drive self -service adoption through customer education.
Customer Care Agent (Coverage Helpdesk/MDS)
MTN
04.2022 - 01.2023
- Handling Technical and coverage issues
- Troubleshooting and resolving mobile/ modern issues
- Logging coverage complaints for clients.
- Escalating complaints to coordinates handling sites/ Towers.
Customer Care Agent (High Value Postpaid)
MTN
02.2021 - 01.2022
- Handling clients and contract accounts
- Doing payment arrangements for client’s account
- Resolving issues and troubleshooting
- Explaining client invoices to them/Pro rata charges
Customer Care Agent (High Value Prepaid)
MTN
10.2016 - 01.2021
- Resolving Customer queries
- Ensure that customer needs are met and that customers are satisfied with the end service of product.
- Document all calls information according to the standard operation procedures.
- Deliver first right service excellent and first call resolution
Sales Assistant
Damelin College Durban City Campus
01.2010 - 01.2012
- Recruiting new students
- Cold calling
- Tele Marketing
- Data Capturing
- Doing weekly report and attending staff meetings on a weekly basis
- Working on target
Education
Bachelor of Commerce - Digital Marketing
MANCOSA
12.2025
Matric - undefined
Isipingo Secondary School
01.2019
Diploma - Travel and Tourism
Damelin College
01.2013
Skills
- Good Communication skills (Verbal and Written)
- Ability to multitask
- Ability to solve problems, reasoning, creativity, flexible, adaptable, managing multiple priorities, interpersonal abilities
- Leadership/management skills, Planning, Organizing & teamwork
References
- Vusi, Radebe, 083 212 3432
- Nhlanhla, Ngubeni, 083 212 0454
Timeline
Customer Care Agent (Customer Back Office Support Services)
MTN
07.2023 - Current
Customer Care Agent (Coverage Helpdesk/MDS)
MTN
04.2022 - 01.2023
Customer Care Agent (High Value Postpaid)
MTN
02.2021 - 01.2022
Customer Care Agent (High Value Prepaid)
MTN
10.2016 - 01.2021
Sales Assistant
Damelin College Durban City Campus
01.2010 - 01.2012
Matric - undefined
Isipingo Secondary School
Bachelor of Commerce - Digital Marketing
MANCOSA
Diploma - Travel and Tourism
Damelin College
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