Zamaswazi Florence Zulu
Customer Support Consultant
Durban,KZN
Summary
Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores. Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
10
10
years of professional experience
Work History
Retentions and Sales
Concentrix
07.2025 - Current
- Retained customers calling to cancel services by addressing their concerns and providing tailored solutions.
- Informed customers about account benefits and features, and facilitated the addition of more services.
- Educated irate customers on factors affecting their bill to enhance understanding and resolve issues.
- Transitioned customers from outdated legacy plans to updated service packages to enhance their experience.
- Investigated home internet usage for customers reporting speed issues and recommended appropriate upgrades.
- Provide credit to customers that experience unplanned maintenance.
Customer Support and Sales
Huntswood
10.2024 - 07.2025
- Assist customers with getting insurance for their home, brown and white goods.
- Book engineer appointment should there any mechanical, electrical or accidental damage on their appliances.
- Arrange a replacement for appliances that are redeemed to unrepaired.
- Assist with adding more cover for their home appliances.
- Handle irate customers, educate them about the process.
- Update contact details for them as well as creating new accounts for customers.
Customer Services and Operations
Employ Africa
09.2023 - 05.2024
- Collaborate with colleagues and co-workers to deliver quality customer experience.
- Always ensure that drivers routes are achievable, routes that are not achievable send them to drivers that have lesser collections for the day.
- Message drivers via Intercom to ensure that they are aware of what deliveries they have for the day, as well as collections.
- Use Management to add bookings for drivers to ensure that it does show on their App.
- Upload Proof of deliveries to complete drivers routes, also this helps the customer to see where exactly the parcel was left.
- Call drivers, whenever they take long to respond to their Intercom chats.
- Use Google Maps to see parcels’ destinations, if it’s a residential address or a business address.
Customer Services Advisor
CCI International
08.2022 - 05.2023
- Maintained customer satisfaction with forward-thinking strategies.
- Focused on addressing customer needs and resolving concerns.
- Answering customer telephone calls promptly to avoid on-hold wait times.
- Use provided tools and systems to resolve the customer issues and find the appropriate resolution.
- Record account information to open a new account for the customer.
- Updated account information to maintain customer records.
- Provided excellent customer care by responding to requests and handling their online purchases.
- Provided appeasement in different methods such as gift cards or discount codes to use on future purchases.
Customer Services Rep
NutuCX
07.2021 - 09.2022
- Helping customers telephonic, also digital, which was email and live chat.
- Helping customers with creating new accounts when purchasing online.
- Update account information to ensure we still have the right information for the customer.
- Helped customers with tracking their online purchases using different Couriers such FedEx, Hermes, UPS, USPS and DHL.
- Process replacement orders or refunds, should an order get lost in post.
- Offered Goodwill gestures in the form of gift cards, discount codes, retain discounts, store credits, and Electronic coupons.
Sales Agent/Retentions
CCI International
01.2016 - 04.2021
- Handled administrative aspects of sales by completing customers contracts.
- Offering Broadband, Telephone, and Television services to UK customers.
- Creates new online accounts for customers who would like to take up our services.
- Make changes onto customers’ accounts, should they wish to add more services or update their Contact details.
- Used tools provided to offer customers services that would best suit their needs, as well benefits of our services.
- Used competitors’ sites to advise them on the savings they get with us compared to our competitors. Attended advanced training sessions and conferences to increase product knowledge.
Education
Short course - Early Childhood Development
Embury Teaching Institution
01-2018
Skills
Attention to detail
Responsibility
Team player
Complaints handling
Active listening
Flexibility
Adaptability
Computer Literacy
Timeline
Retentions and Sales
Concentrix
07.2025 - Current
Customer Support and Sales
Huntswood
10.2024 - 07.2025
Customer Services and Operations
Employ Africa
09.2023 - 05.2024
Customer Services Advisor
CCI International
08.2022 - 05.2023
Customer Services Rep
NutuCX
07.2021 - 09.2022
Sales Agent/Retentions
CCI International
01.2016 - 04.2021
Short course - Early Childhood Development
Embury Teaching Institution