Timmy Mathebula
Johannesburg
Summary
Tech-savvy customer service specialist with 10+ years of experience and a strong understanding of websites and applications seeks Website Tester role at OneCart. Proven ability to analyze user interactions, identify areas for improvement, and contribute to product development and improvement. Eager to leverage technical expertise and analytical skills to optimize the user experience and contribute to the success of OneCart's online platforms.
Overview
9
9
years of professional experience
Work History
Customer Support Agent
OneCart
06.2024 - Current
- Provide exceptional customer service and resolve inquiries across multiple channels.
- Investigate and resolve complaints, collaborating with teams to ensure customer satisfaction.
- Assist customers with orders, returns, and refunds.
- Provide technical support and troubleshoot issues with the OneCart app and website.
- Identify and escalate trends to contribute to process improvement.
Customer Relations Advisor
10NANTS PROPERTY MANAGEMENT
04.2021 - 10.2023
- Acted as a liaison between customers and partners, resolving post-rental concerns and ensuring a 95% customer satisfaction rating.
- Investigated and resolved complex customer inquiries, demonstrating strong problem-solving and analytical skills.
- Exceeded performance targets in a high-volume customer inquiry environment, highlighting adaptability and resilience under pressure.
Customer Service Representative
DSG & AFRICAN RESONANCE
04.2018 - 02.2021
- Investigated and resolved technical issues, demonstrating a proactive approach to problem-solving and troubleshooting.
- Assisted with onboarding and training new employees, showcasing leadership potential and a commitment to teamwork.
Quality Analyst - (AppleCare)
CONDUENT
12.2016 - 12.2017
- Monitored and evaluated call centre performance, ensuring adherence to quality standards and identifying areas for improvement.
- Provided coaching and feedback to advisors, contributing to a culture of continuous improvement and customer service excellence.
- Analysed call trends and customer concerns, showcasing analytical skills and attention to detail.
Customer Support Advisor (AppleCare)
CONDUENT
06.2016 - 11.2016
- Assisted Apple customers across EMEA with technical issues
- Collaborated with business partners to resolve complex inquiries
- Effectively handled customer complaints
Education
Grade 12 -
D.Z.J. Mtebule Secondary School
Tzaneen12.2010
Higher Certificate in Computing (Computer Systems) -
PC Training & Business College
Johannesburg12.2011
Skills
- Tech Savvy: Strong understanding of websites, apps, and various operating systems (Windows, macOS, iOS, Android) Proficient in MS Office Suite, various communication channels (phone, email, chat), and online platforms
- Analytical & Problem-Solver: Excels in analyzing information, identifying trends, and resolving issues effectively
- Customer-Centric: Passionate about delivering exceptional customer experiences and optimizing user journeys
- Quality & Process Improvement: Proven ability to identify areas for improvement and contribute to enhancing processes and products
- Communication: Outstanding verbal and written communication skills
- Teamwork: A collaborative team player who thrives in achieving common goals
- Adaptable & Proactive: Highly adaptable, resourceful, and takes initiative to solve problems proactively
Timeline
Customer Support Agent
OneCart
06.2024 - Current
Customer Relations Advisor
10NANTS PROPERTY MANAGEMENT
04.2021 - 10.2023
Customer Service Representative
DSG & AFRICAN RESONANCE
04.2018 - 02.2021
Quality Analyst - (AppleCare)
CONDUENT
12.2016 - 12.2017
Customer Support Advisor (AppleCare)
CONDUENT
06.2016 - 11.2016
Grade 12 -
D.Z.J. Mtebule Secondary School
Higher Certificate in Computing (Computer Systems) -
PC Training & Business College
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