ZANELE MAZIBUKO
Customer Service Consultant
Soweto
Summary
I am an articulate individual that pays careful attention to detail. I am target driven and customer service orientated. I believe that good customer service is essential in each corporation. It would be greatly appreciated if my application was to be considered as I believe I would be a valuable asset to the company. I work well under pressure and I am also self managed. I am eager to learn and also a fast learner. I believe I am an ideal candidate for the job as the current position I am holding allows me to deal with diverse people on a daily basis.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
14
14
Certifications
Work History
Customer Service Consultant
Bolt SA
Johannesburg
12.2017 - Current
- I dealt with the riders and driver complaints both telephonically and face to face interaction.
- I worked for Supply Department - which is a department that register new vehicles on the platform I make sure that the the vehicle has the required documents in order to work on our platform.
- Customer service - I deal with the drivers payouts, updating their details and making sure that they are linked to the correct vehicles, assisted them on how to upload their documents via their driver Apps as email correspondence using Zendesk.
- Phone support - I am currently working as a Phone Support Consultant, I Assist with the drivers and the rider queries telephonically . I help with new driver applications, adding new vehicles on the platform, and new users on how to use the App and also drivers with their finance queries and customer support.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
- Handled high call volumes while maintaining a courteous and professional demeanor
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns
- Increased client retention through exceptional service and timely solutions to issues
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions
- Communicated with management about trends in customer calls to help team efficiency and success
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
Client Services Agent
Tracker Connect
10.2014 - 11.2016
- One-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Clients
- Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards
- Accurate capturing of data and updating of client information while speaking with the client
- Ensure that Customer Service standards are maintained in a highly pressurized environment
- Meet targets as per Key Performance Agreement
- Follow up on client’s outstanding queries
- Accurate record keeping of statistics as per stipulated guidelines
- Effective utilization of the Eyerys call rating system
- Bility to interpret the financial system and assist clients with basic financial and legal queries
- Assistance with retaining and cancellation of accounts
- Monitoring and first line technical support for all Tracker Products
- Ost installation testing and unit related investigations
- Ensuring that electronic communication received within the Client Service Division is handled efficiently in line with SLA’s and standards
- Assistance with data-integrity campaigns as the need arise
- Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service.
Inbound Call centre agent
DIMENSION DATA
06.2009 - 12.2009
- Activation of new accounts, assisting customers with technical queries, billing, reconnecting customer’s services, loading debit orders and marketing
SALES CONSULTANT, FRONTLINE CONSULTANT
KHUTSO MEDICAL SUPPLIES
04.2007 - 01.2009
- BUYER FOR THE COMPANY
- NTERNAL SALES
- ECEPTIONIST
- EBTORS AND CREDITORS
- DUTIES:
- ESPONSIBLE FOR BUYING MEDICAL EQUIPMENT FOR THE COMPANY ORDERING
- QUIPMENT FROM SUPPLIERS
- TOCK COUNT, DOING QUOTATIONS
- ILLING
- RRANGING MEETINGS
- UPPLIER PAYMENTS
- ROCUREMENT AND OFFICE ADMINISTRATION.
SALES ASSISTANCE
CLOTHING STORE
06.2005 - 11.2005
Education
Matric -
Lenasia Secondary School, Educon Business School
01.2006 - 01.2007
Introduction to computers Setting up a computer Defining and Identifying some fundamental - undefined
A+ CERTIFICATION . Hardware and Software A+ CORE HARDWARE -Technologies -Hardware Installations -Hardware Troubleshooting -Printers and Networks A+ Operating System Technologies -OS fundamentals -Hardware configurations -Diagnosing and Troubleshooting -Networks -Software Installation MS OFFICE DIPLOMA - undefined
Introduction to computers MS Windows MS Word MS Excel MS Power Point MS Access MS Internet and E-mail - undefined
Skills
PERSONAL COMPETENCIESundefined
Accomplishments
- OCCUPATION: CALL CENTRE TECHNICAL ADVISOR {cpw (talk talk-ISP)} 1ST
- INE TECHNICAL SUPPORT
- AKE CALLER THROUGH INFORMATION GATHERING STAGE TO DETERMINE THE
- ATURE OF THE FAULT OR PROBLEM AND THEN ESCALATE IT TO YOUR ON CALL
- NGINEERS
- SSISTING THE UK RESIDENCE WITH EMAIL AND INTERNET QUERIES
- EMOTE ASSISTANCE
- AME OF COMPANY:
- TANDARD BANK LOAN CENTRE: (9January 2012- 07 May 2012), OCCUPATION: FILLING AND ADMINISTRATION CLERK (PAYROLL DEPARTMENT)
- ESPONSIBLE FOR THE SAB AND ABI EMPLOYEE FILES
- AKING SURE THAT THE FILES ARE COMPLIANT AND ALSO AUDITING THE FILES
- AKING SURE THAT THE EMPLOYEE HAS SIGNED THE RELEVANT DOCUMENTS
- SCANNING THE DOCUMENTS, SORTING OUT EXPENSE CLAIM FORMS AND
- USINESS MILEAGE FOR THE PAYROLL ADMINISTRATORS AND SENDING LETTERS
- IA COURIER TO ABI AND SAB ADMINISTRATORS
- ILLING: PLACING THE FILES NUMERICALLY AND IN ORDER
- AME OF COMPANY:
- ULTICHOICE :1 year 2013
Certification
SALES CONSULTANT
Timeline
Customer Service Consultant
Bolt SA
12.2017 - Current
Client Services Agent
Tracker Connect
10.2014 - 11.2016
Inbound Call centre agent
DIMENSION DATA
06.2009 - 12.2009
SALES CONSULTANT, FRONTLINE CONSULTANT
KHUTSO MEDICAL SUPPLIES
04.2007 - 01.2009
Matric -
Lenasia Secondary School, Educon Business School
01.2006 - 01.2007
SALES ASSISTANCE
CLOTHING STORE
06.2005 - 11.2005
Introduction to computers Setting up a computer Defining and Identifying some fundamental - undefined
A+ CERTIFICATION . Hardware and Software A+ CORE HARDWARE -Technologies -Hardware Installations -Hardware Troubleshooting -Printers and Networks A+ Operating System Technologies -OS fundamentals -Hardware configurations -Diagnosing and Troubleshooting -Networks -Software Installation MS OFFICE DIPLOMA - undefined
Introduction to computers MS Windows MS Word MS Excel MS Power Point MS Access MS Internet and E-mail - undefined
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