Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic

Xolisile Sithole

Customer Service Consultant
Durban

Work Preference

Desired Job Title

Customer Service RepresentativeAdministrative AssistantCounseling Assistant

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

RemoteOn-Site
Location: Durban, KZN
Open to relocation: Yes

Important To Me

Career advancementPersonal development programsWork from home optionHealthcare benefitsWork-life balancePaid sick leavePaid time offTeam Building / Company RetreatsStock Options / Equity / Profit Sharing4-day work week

Summary

Experienced with customer interaction, ensuring comprehensive understanding of client concerns. Utilizes effective communication techniques to deliver high-quality service. Knowledge of efficient problem-solving methods to maintain customer satisfaction.

Professional in customer relations and service delivery, offering solid background in addressing client needs and enhancing service experiences. Proven ability to collaborate effectively with team members to achieve results and adapt to evolving situations. Skilled in conflict resolution and customer engagement.

Overview

18
18
years of professional experience

Work History

Customer Service Consultant -Fibre Technical Dept.

Merchants SA
Durban, South Africa
10.2021 - Current
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
  • Handled high call volumes while maintaining a courteous and professional demeanor.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
  • Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
  • Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Consultant - Pre-paid Department

Merchants SA
Durban, South Africa
02.2014 - 09.2021
  • Resolved customer inquiries and service issues with clear, accurate communication.
  • Processed account requests while maintaining data accuracy and confidentiality.
  • Documented interactions in CRM systems to support consistent case tracking.
  • Assisted clients with product information, billing questions, and service updates.
  • Followed service procedures to maintain quality and compliance standards.
  • Adapted quickly to new policies, workflows, and support tools.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.

Cashier

Spar
Durban, South Africa
11.2009 - 12.2009
  • Processed customer purchases accurately using POS systems and handled cash, card, and voucher payments.
  • Scanned merchandise efficiently, applying correct pricing and promotions during checkout.
  • Balanced tills and reconciled daily cash amounts to maintain register accuracy.
  • Assisted customers with product queries, directions, and checkout support in fast-paced store environment.

Product Demonstrator

Tevo
Durban, South Africa
10.2008 - 02.2009
  • Demonstrated product features to customers, highlighting benefits and usage instructions.
  • Engaged shoppers with clear, friendly communication to support purchase decisions.
  • Set up and maintained demo stations, ensuring clean and organized presentation.
  • Explained product specifications accurately, building confidence in item selection.
  • Collected customer feedback and shared observations with sales and management teams.

Education

Associate of Science - Psychology

Berea Technical College
Durban, South Africa
04.2001 -

Skills

Clinical Skills: Active listening, motivational interviewing, intake assessments, crisis de-escalation

Soft Skills: Cultural humility, empathy, trauma-informed care, resilience

Knowledge Areas: Substance abuse treatment pathways, homelessness advocacy, group dynamics

Active Listening: Hearing out customer frustrations completely to solve issues correctly on the first attempt

De-escalation & Conflict Resolution: Managing angry or upset callers calmly and professionally

Clear Verbal & Written Communication: Explaining complex billing or technical policies in simple, easy-to-understand language

Empathy & Rapport Building: Making customers feel valued, heard, and supported

Active Listening: Hearing out customer frustrations completely to solve issues correctly on the first attempt

De-escalation & Conflict Resolution: Managing angry or upset callers calmly and professionally

Clear Verbal & Written Communication: Explaining complex billing or technical policies in simple, easy-to-understand language

Empathy & Rapport Building: Making customers feel valued, heard, and supported

Computer proficiency and Active Listening: Hearing out customer frustrations completely to solve issues correctly on the first attempt

De-escalation & Conflict Resolution: Managing angry or upset callers calmly and professionally

Clear Verbal & Written Communication: Explaining complex billing or technical policies in simple, easy-to-understand language

Empathy & Rapport Building: Making customers feel valued, heard, and supported

Time management and computer proficiency

Timeline

Customer Service Consultant -Fibre Technical Dept.

Merchants SA
10.2021 - Current

Customer Service Consultant - Pre-paid Department

Merchants SA
02.2014 - 09.2021

Cashier

Spar
11.2009 - 12.2009

Product Demonstrator

Tevo
10.2008 - 02.2009

Associate of Science - Psychology

Berea Technical College
04.2001 -

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Xolisile SitholeCustomer Service Consultant