Snethemba Buthelezi
Customer service agent
Johannesburg,GP
Summary
Results-driven Customer Service Representative with over four years of experience in call center environments, adept at delivering exceptional customer care, sales, and tech support. Recognized as a Front-End Customer Service Manager for high productivity and efficient task management. Expertise in customer relationship management and conflict resolution, complemented by strong communication and problem-solving skills. Committed to enhancing customer experiences through effective leadership, and seamless service delivery.
Overview
4
4
years of professional experience
Work History
Customer Service
Nutun
Johannesburg
11.2023 - 12.2024
- Helped rewrite the company's customer service manual, which is now used company-wide.
- Assisted with all office administrative duties.
- Handled escalated customer service issues as needed.
- Booking damaged or faulty machines for repairs.
- Assisting stores with orders, ensuring the warehouse has enough stock.
- Booking a courier with FedEx and TNT shipping.
- Handled customer service inquiries in an efficient manner while providing excellent customer service.
- Provided technical support for customer service representatives.
- Created detailed reports for customer service issues.
- Handled escalated customer service matters professionally.
Customer Service Representative
Broadcrowd Networks
Johannesburg
01.2023 - 11.2023
- Calling clients to submit documents for visa applications.
- Replying to social media messages for Australia, Canada, and Great North Visa (Facebook, Twitter, and Instagram).
- Assigning potential leads to the sales team.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer complaints promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Identified opportunities for upselling additional products or services based on customer needs.
Sales Agent & Trainer
PayJoy
Johannesburg
12.2020 - 06.2022
- Setting up promotions in the store.
- Posting on social media for exclusive deals.
- Reviewed files, recordings, and other documents to obtain information to respond to requests.
- Help train 25 new employees, including in-store policies, services, and register operations.
- Improved customer service feedback scores through outstanding service.
- Performed daily analysis of sales figures to identify areas of improvement within the team's performance.
- Identified opportunities for cross-selling additional products and services.
- Offered coupons and special deals to increase customer spending.
- Prepared and delivered appropriate presentations on products and services.
- Maximized sales by keeping areas tidy, fully stocked and correctly priced.
Education
NCV Certificate Course - Logistics
South West Gauteng TVET College
Johannesburg01.2019
High School -
Sir John Adamson High School
Johannesburg01.2014
Skills
- Strategic planning and scheduling skills
- Time-management skills
- Verbal and written communication skills
- Critical thinking skills
- Work under pressure
- Quick-learning skills
- Focus on customers
- Technical support
- Slack
- Zendesk
- Hubstuff
- Canva
- Attention to detail
- MS Office (Word)
- MS Office (Excel)
- MS Outlook
- Conflict Resolution
- Multitasking
- Technical Literacy
- Analytical
- Problem Solving
- Customer Service
- Knowledge of the industry and the employer's business activities
- Customer service and retention
- Data analysis
- Social media engagement
- B2B sales and customer service
Languages
- English
- Isizulu
- Afrikaans
Personal Information
Date of Birth: 09/25/95
Languages
English
First Language
Afrikaans
Beginner
A1
Timeline
Customer Service
Nutun
11.2023 - 12.2024
Customer Service Representative
Broadcrowd Networks
01.2023 - 11.2023
Sales Agent & Trainer
PayJoy
12.2020 - 06.2022
NCV Certificate Course - Logistics
South West Gauteng TVET College
High School -
Sir John Adamson High School
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