Slungile Ntombela
Soweto
Summary
Customer service consultant and call centre professional with experience in supporting local and international clients in the health and in the food industry. Skills in handling customer interactions, resolving queries efficiently and maintaining accurate records. Known for strong communication skills, active listening and excellent customer experiences in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service consultant
Afrocentric Group/ Medscheme (Polmed)
Florida, Roodepoort, South Africa
06.2024 - 06.2026
- Explained POLMED benefits and option rules to South African police and their families with care and professionalism.
- Assisted with membership queries (new members, dependants, option upgrade or downgrade and personal details updates)
- Checked claim statuses and explained claim outcomes
- Assisted with contributions queries
- Helped members understand authorisations and directed them to the correct department
- Provided information on network providers, hospitals, pharmacies, ER24 ambulance
- Captured and tracked member queries received by call, emails or whatsApp and referred them to appropriate department when necessary
Customer Service Representative
iContact BPO
Randburg , South Africa
05.2022 - 06.2024
- Provided support to USA-based telephonically
- Handled high volume calls of customer queries efficiently
- Resolved issues while maintaining quality and performance targets
- Ensured accurate data entry and compliance with company procedures
- Upselling and offering discounts to customer choice of item
- Accepted and scheduled payments for customers
- Checking order status and tracking orders for customers
Service consultant
Afrocentric Group/ Medscheme (GEMS)
Florida, Roodepoort , South Africa
04.2021 - 04.2022
- Resolved discrepancies in employer deductions for members, ensuring accurate contributions
- Investigated why contributions have not been received or allocated correctly
- Addressed arrear contribution queries, providing timely solutions for members
- Explained member contributions
- Followed up on unpaid contributions
- Processing contributions adjustments and reconciliations
- Provided support in reviewing account statements to ensure accuracy
- Clarified origins of debt balances for members, enhancing understanding of their accounts
- Explained the impact of non payment
Education
Bachelor of Education - Maths, Sciences and Technology
University of Zululand
Empangeni, KZN01-2020
Matric - Maths, Sciences and Technology
Masibumbane High School
Ulundi, KZN01-2015
Skills
- Call handling
- Issue resolution
- Client management
- Data compliance
- Policy explanation
- Reconciliation
- Listening
- Empathy
Languages
IsiZulu
Proficient
C2
English
Proficient
C2
Sesotho
Upper Intermediate
B2
Certification
- A three year programme in Computer Application Technology with both practical and theoretical skills
Timeline
Service consultant
Afrocentric Group/ Medscheme (Polmed)
06.2024 - 06.2026
Customer Service Representative
iContact BPO
05.2022 - 06.2024
Service consultant
Afrocentric Group/ Medscheme (GEMS)
04.2021 - 04.2022
Bachelor of Education - Maths, Sciences and Technology
University of Zululand
Matric - Maths, Sciences and Technology
Masibumbane High School