Simnikiwe Dweni
Customer Service Agent
Kraaifontein
Summary
I consider myself a people person, a problem-solver ,and a communicator who strives to make customers feel valued, heard, and supported.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Mark & Spencer
07.2021 - 01.2023
- Answering customer calls, emails, or chats about product availability, orders, and returns.
- Resolving issues with online shopping, deliveries and refunds.
- Helping customers with store locations, opening hours, and services.
- Processing exchanges, refunds, and returms in accordance with M&S policies.
- Collaborating with internal teams, like stores and warehouses ,to resolve customer issues.
Customer Service Agent
British Gas
09.2019 - 06.2021
- Resolving issues with gas and electricity supplies, meters and payments.
- Helping customers with account changes, such as moving home or updating personal details.
- Providing information on energy tariffs, prices and special offers.
- Handling customer complaints and feedback, escalating issues as needed.
- Meeting customer service targets, such as call handling times and first-time call resolution rates.
Billing Associate
Telkom Mobile
06.2018 - 08.2019
- Answering phone calls, emails, or chats from customers regarding billing concerns.
- Investigating and resolving billing discrepancies, errors ,or disputes.
- Providing account updates, balance information, and payment due dates.
- Resolving account issues, such as suspended or cancelled services.
- Maintaining knowledge of company products, services, and billing processes to provide accurate support.
Education
Marketing Management N6 - Marketing Management And Research
EastCape Midlands College
Port Elizabeth, South Africa 01.2017 - 7 2018
Grade12 - Matric -
Douglas Mbopa Senior Secondary School
Port Elizabeth, South Africa 01.2012 - 12 2016
Skills
Active listening
Motivationalletter
Dear Hiring Manager,
I am confident in my ability to provide exceptional service and ensure customer satisfaction.
I am motivated by the opportunity to :
- Make a positive impact on customers lives
- Resolve issues and provide solutions
- Work in a dynamic and fast-paced environment
- Continuously learn and improve my skills
- Be part of a team dedicated to excellence in customer service
My passion for helping others, combined with my excellent communication and problem-solving skills, make me an ideal candidate for this role. I am excited to bring my skills and enthusiasm to your organization and contribute to the success of your team.
Thank you for considering my application. I look forward to discussing this opportunity further.
Sincerely
Simnikiwe Dweni
Languages
English F.A.L
IsiXhosa (Home Language)
Awards
- Computer Literacy N4 - Top Achiever March 2017
- Entrepreneurship and Business Management N5 - Top Achiever December 2017
- Top Billing Associate December 2016
References
- Ms Zukiswa Mqumbisa, ( Manager ), 083 621 0590
- Zanoxolo Tyhoda, (Trainer ) , 081 397 7342
- Ntsikelelo Madini , (Team leader ) , 0630041797
Timeline
Customer Service Agent
Mark & Spencer
07.2021 - 01.2023
Customer Service Agent
British Gas
09.2019 - 06.2021
Billing Associate
Telkom Mobile
06.2018 - 08.2019
Marketing Management N6 - Marketing Management And Research
EastCape Midlands College
01.2017 - 7 2018
Grade12 - Matric -
Douglas Mbopa Senior Secondary School
01.2012 - 12 2016
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