Zikhona Nohuze
Customer Service
Western Cape,South Africa
Summary
I am a deligent customer service provider with 5 years of experience in the field. I have the experience managing high-pressure situation. and my problem solving skills earned me EMPLOYEE of the year in the organisation.I aspire to provide exceptional service, across the organisation. Also I know how to deal with different types of people.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
Macdonalds Resturant
Western Cape, South Africa
10.2016 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by Number%.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Processed inbound customer calls, providing information on service or product upgrades
- Processed high-value payments with meticulous accuracy.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Adhered strictly to policies and procedures for continued company compliance.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Managed Number+ daily calls, taking orders and escalated cancellations.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Cashier
Shoprite
Western Cape, South Africa
12.2023 - 02.2024
- Completed opening and closing procedures each day.
- Greeted customers entering store and responded promptly to customer needs.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Displayed and restocked merchandise by following brand guidelines.
- Used cash registers and POS systems to request and record customer orders and compute transactions.
- Delivered outstanding customer care with proactive sales and listening skills.
- Educated customers on promotions, offers and special events to enhance product sales.
- Helped meet business needs by working extra shifts.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Answered questions about store policies and concerns politely and professionally, supporting positive customer experiences.
- Reduced customer wait times through optimised checkout processes.
- Resolved customer complaints and answered queries about store products.
- Kept checkouts areas and general store clean and orderly.
- Made sure baskets, bags and trolleys were available for customers and didn't obstruct aisles or entrances.
- Advised alternative products to meet specific preferences or budgetary needs.
- Assisted customers to locate obscure items on shop floor.
- Scanned products quickly, memorising codes and prices for unmarked products.
- Helped customers to pack away shopping for improved customer experience.
Call Centre Agent
TFG Warehouse
Western Cape, South Africa
08.2013 - 02.2015
- Acted as first point of contact for customer issues and queries.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Optimised customer experience by tailoring responses to individual needs.
- Made Number+ outbound calls to businesses and individuals daily.
- Planned and delivered customer service training, boosting satisfaction levels.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
Education
Health And Safety - Health And Safety Certificate
SpeCcon Holdings
South Africa 07.2023
Office Administrator - Office Administrator Certificate
I Can Center (college)
South Africa Capetown Delft12.2020
Customer Service Specialist - Customer Service
LinkedIn Elearning
South Africa 06.2020
Matric Certificate - Business Studies
Simunye High School
South Africa Capetown Delft12.2015
Skills
Sales negotiating
Lead generation
Multi-tasking
Problem-solving
Relationship-building
Cash handling
Administrative support
Telephone skills
Team Leadership
Cash and card processing
Highly efficient
Customer service expert
Upselling
Customer retention
Complaint handling
Active listening
Basic computer knowledge
Complaint resolution
Loss prevention
Customer loyalty building
Strong customer service orientation
Live chat support
That helps me to Earn a certification for Employee of the year
Certification
Cisco Certified Entry Networking Technician
Timeline
Cashier
Shoprite
12.2023 - 02.2024
IC3 certificate
12-2020
Customer Service Representative
Macdonalds Resturant
10.2016 - Current
Call Centre Agent
TFG Warehouse
08.2013 - 02.2015
Health And Safety - Health And Safety Certificate
SpeCcon Holdings
Office Administrator - Office Administrator Certificate
I Can Center (college)
Customer Service Specialist - Customer Service
LinkedIn Elearning
Matric Certificate - Business Studies
Simunye High School