Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Zanele Mahlaba

Zanele Mahlaba

Chat Support Agent
Johannesburg

Summary

Dynamic Chat Support Specialist with Advanced Call Centre Technologies, adept at enhancing customer experiences through effective problem-solving and active listening. Proven ability to manage multiple tools under pressure while maintaining confidentiality. Recognized for improving user retention and proactively suggesting process enhancements, showcasing strong empathy and CRM software proficiency. Experienced with providing real-time chat support to handle customer inquiries efficiently. Utilizes effective communication techniques to resolve issues and enhance user experience. Knowledge of troubleshooting and technical assistance to ensure seamless service delivery.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Worldwide Administration services
Johannesburg, Guateng
08.2022 - 12.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Procurement Assistant

Worldwide Administration services
Johannesburg, Guateng
08.2022 - 12.2024
  • Facilitated timely delivery of goods by closely monitoring orders and addressing any delays or discrepancies promptly.
  • Assisted in evaluating and analyzing offers received from suppliers and service providers.
  • Maintained monthly procurement plan to support timely supply and delivery of quality supplies and equipment.
  • Monitored payments by closely comparing purchase orders and contracts to delivered services and inputs.

Insurance Customer Service Representative

Worldwide Administration services
Johannesburg, Guateng
08.2022 - 12.2024
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Assessed customer needs and recommended suitable insurance policies.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Completed customer applications and updated records to reflect current information.

Tier 2 Customer Service Representative

Advanced Call Center Technologies LLC
Johannesburg, Guateng
01.2025 - Current
  • Utilized problem-solving skills to address customer complaints.
  • Assisted in training new hires, ensuring they were well-equipped to meet company standards in customer service excellence.
  • Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
  • Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.

Chat Support Specialist

Advanced Call Centre Technologies
01.2025 - Current
  • Demonstrated flexibility and adaptability by successfully managing multiple chat support tools simultaneously as required based on shifting business needs during peaks or lulls throughout each workday consistently without fail across entire duration employed in this capacity overall thus far until present moment currently standing today now ongoing forthwith hereinafter henceforth forward onward eternally forevermore amen.
  • Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
  • Proactively communicated potential process improvements identified through daily work activities to supervisors for consideration in future updates or enhancements within the department''s operations plan framework.
  • Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.

Education

Matric -

Wiseman Cele Secondary
Johannesburg
11.2015

Skills

Patience and tolerance

undefined

Software

Team Collaboration & Communication: Slack – Internal messaging and team communication Microsoft Teams – Team chat and video conferencing Google Chat / Workspace – Chat and collaboration with integrated productivity tools

CRM (Customer Relationship Management): Salesforce – CRM with integrated service tools HubSpot CRM – Offers live chat, ticketing, and customer data tracking Zoho Desk – A customer service software with ticket management and automation

Customer Support & Live Chat Software: Zendesk – For chat, ticketing, and customer service management Intercom – Combines live chat with automation and customer engagement Freshdesk – Multichannel support tool with live chat and ticketing LiveChat – Real-time chat with customer tracking and analytics Tawkto – Free live chat solution used by many small businesses HelpCrunch – Live chat, email

Timeline

Tier 2 Customer Service Representative

Advanced Call Center Technologies LLC
01.2025 - Current

Chat Support Specialist

Advanced Call Centre Technologies
01.2025 - Current

Customer Service Representative

Worldwide Administration services
08.2022 - 12.2024

Procurement Assistant

Worldwide Administration services
08.2022 - 12.2024

Insurance Customer Service Representative

Worldwide Administration services
08.2022 - 12.2024

Matric -

Wiseman Cele Secondary

Similar Profiles

CREATE PROFILE
Zanele Mahlaba Chat Support Agent