Nthati Ntshingila
Customer Service Agent
Durban,KZN
Summary
Customer service agent managing high-volume support across phone, email, and live chat, resolving 80+ cases per day in retail and tech environments. Delivers 95% CSAT while de-escalating complex complaints, documenting cases in Salesforce and Zendesk, and coordinating recurring bug reports with product and QA teams. Trains new hires on policies, ticketing workflows, and communication standards that keep service consistent.
Overview
4
4
years of professional experience
Work History
Customer service agent
Outworx- The Range
2022.01 - 2024.06
- Managed high-volume inbound support across phone, email, and live chat in Zendesk, delivering 95% customer satisfaction against an 85% company target.
- De-escalated complex complaints with empathy and patience, reducing customer churn by 5%.
- Logged recurring product defects for product and QA teams, strengthening issue resolution and overall user experience.
- Trained and mentored 10 new hires on company policies, ticketing systems, and communication protocols.
- Used Salesforce and Google Workspace to track cases, document follow-ups, and support clear handoffs across shifts.
Customer service agent
Concentrix- Amazon
2024.08 - 2026.07
- Resolved 80 customer inquiries daily across product specifications, billing support, and shipping updates using Zendesk and Salesforce.
- Identified cross-selling opportunities during support interactions, contributing to an 8% increase in quarterly sales revenue.
- Documented customer interactions in Salesforce and ticketing systems to support accurate follow-up and issue tracking.
- Handled escalations and complaint resolution through live chat support, applying active listening and conflict resolution to de-escalate issues.
- Maintained clear written communication in Google Workspace while coordinating order processing and customer issue resolution.
Education
N4 - Business Management
Berea Technical College
Durban South Africa 2022-05
Skills
Zendesk
Salesforce
Ticketing systems
Escalation management
Google Workspace
Call center metrics
Knowledge base management
Customer issue resolution
Live chat support
Written communication
Cross-selling
Billing support
Customer retention strategies
Upselling techniques
Complaint handling
Timeline
Customer service agent
Concentrix- Amazon
2024.08 - 2026.07
Customer service agent
Outworx- The Range
2022.01 - 2024.06
N4 - Business Management
Berea Technical College