Cisco
Thembelihle Msengi
Customer Service
Maitland
Summary
Dedicated Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Concentrix (Dish USA)
04.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Reservations and Customer Service Representative
Merchants SA (Hilton USA)
02.2024 - 03.2024
- Provided customer care to Hilton customers.
- Established customers’ needs and wants and recommended solutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Captured customer information.
- Booked reservations for customers based on their desires for their stay.
- Cancelled and modified customers’ existing reservations.
Commercial Customer Service Representative
Merchants SA (Experian UK)
05.2022 - 01.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Captured customer/client information.
- Processed and presented information effectively.
- Established, captured and resolved customer complaints and feedback.
- Escalated customer/client queries to the relevant teams.
- Initiated necessary follow-up actions.
- Provided detailed product knowledge, ensuring customers made informed purchasing decisions.
Education
No Degree - ND: Contact Centre Management (NQF3)
BPO Skills Academy & Omni HR Consulting Learners
Cape Town, South Africa 04.2001 -
High School Diploma -
Oaklands High School
Cape Town, South Africa 04.2001 -
Skills
Customer Service
Accomplishments
· Top performing employee (April, May, and September 2023) at Experian.
Software
Citrix
Okta
Service Now
Oracle/OLCS
Amazon Connect/AWS
Krisp
GEM
Flows
Timeline
Customer Service Representative
Concentrix (Dish USA)
04.2024 - Current
Reservations and Customer Service Representative
Merchants SA (Hilton USA)
02.2024 - 03.2024
Commercial Customer Service Representative
Merchants SA (Experian UK)
05.2022 - 01.2024
No Degree - ND: Contact Centre Management (NQF3)
BPO Skills Academy & Omni HR Consulting Learners
04.2001 -
High School Diploma -
Oaklands High School
04.2001 -
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