Thembelihle Hlongwa
Customer Service Consultant
Durban
Summary
I am a results-driven professional with a proven track record of leveraging my exceptional communication and problem-solving abilities to boost customer satisfaction and retention rates. At both iKhokha and Outworx Contact Centre, I specialized in onboarding and customer service, consistently achieving key performance indicators that underscored my ability to enhance product knowledge and enrich customer experiences. My proficiency in CRM software has been instrumental in my success, enabling me to deliver outstanding service and support.
Overview
3
3
years of professional experience
Work History
Customer Onboarding Specialist
IKHOKHA
8 2023 - Current
- Developed and implemented personalized onboarding plans to ensure smooth adoption of products/services and maximize customer satisfaction
- Provided comprehensive product training and education to new customers, resulting in increased product knowledge and improved customer retention rates
- Utilized customer relationship management (CRM) software to track customer progress through the onboarding process and maintain accurate customer records
- Achieved key performance indicators (KPIs) related to customer onboarding, such as onboarding completion rates and customer satisfaction scores.
Customer Service Representative
Outworx Contact Centre
12.2021 - 08.2024
- Responded to customer requests for products, services, and company information
- Cross-trained and provided backup support for organizational leadership
- Cross-trained and backed up other customer service managers
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Northlands Girls High School
Skills
Excellent Communication
Teamwork
Microsoft Office
Interpersonal Skills
Technical Support
Incoming Call Management
Languages: IsiZulu, isiXhosa, English
Quality Assurance
Technical communication
Timeline
Customer Service Representative
Outworx Contact Centre
12.2021 - 08.2024
Customer Onboarding Specialist
IKHOKHA
8 2023 - Current
Northlands Girls High School