Zanele Mahlaba
Roodepoort
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 fools 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 Zanele delivery.
Overview
10
10
years of professional experience
Work History
Tier 2 Customer Service Representative
Advanced Call Center Technologies LLC
Johannesburg
2025.01 - 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
Johannesburg
2025.01 - 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.
- 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.
Retentions call centre agent
Worldwide Administration services
Johannesburg
2015.11 - Current
- Handled high volume of inbound and outbound retention calls to effectively reduce customer churn.
- Documented all customer interactions and retention activities accurately in the CRM system.
- Identified customer needs and offered appropriate retention solutions and product alternatives.
- Analyzed customer feedback to identify opportunities for service improvement and retention.
Procurement Assistant
Worldwide Administration services
Johannesburg
2022.08 - 2024.12
- 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
2022.08 - 2024.12
- 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.
Technical Support Representative
Mweb
Johannesburg
2022.01 - 2024.12
- Troubleshot software and hardware issues for diverse client systems.
- Documented customer interactions and solutions in support database.
- Respond to customer inquiries via phone, email, chat, or ticketing systems
- Diagnose and troubleshoot technical issues (software, hardware, network, connectivity.
- Document issues and solutions in a support database
Education
Matric -
Wiseman Cele Secondary
JohannesburgSkills
- CRM software usage
- Microsoft office
- MS office
- Zendesk
- Patience and tolerance
- Empathy display
- Problem-solving
- Customer service excellence
- Understanding customer needs
- Multitasking
- Calm and professional under pressure
- Verbal and written communication
- Feedback collection
- Active listening
- Attention to detail
- Self motivated
- Ability to work shifts
- Experience in client services
- Committed to client service excellence
References
- Dipuo Mosia, Team Leader, Johannesburg, Gauteng, +27 78 634 3433
- Katleho Taule, Colleague, Johannesburg, Gauteng, +27 73 002 4214
Languages
English
First Language
Timeline
Tier 2 Customer Service Representative
Advanced Call Center Technologies LLC
2025.01 - Current
Chat Support Specialist
Advanced Call Centre Technologies
2025.01 - Current
Procurement Assistant
Worldwide Administration services
2022.08 - 2024.12
Insurance Customer Service Representative
Worldwide Administration services
2022.08 - 2024.12
Technical Support Representative
Mweb
2022.01 - 2024.12
Retentions call centre agent
Worldwide Administration services
2015.11 - Current
Matric -
Wiseman Cele Secondary