Bongeka Nxumalo
@bongekanxumalo
Legal intake and customer service professional skilled in compassionate client onboarding.
South AfricaWhat I'm looking for
As a Legal Specialist in a family estate planning law firm, I’m the first point of contact for potential and existing clients. I help individuals and families navigate matters such as wills, trusts, estate planning, probate, and protecting their assets for future generations—answering inbound calls and emails, understanding legal needs, and explaining services, the consultation process, and next steps.
I also manage client information with accurate record-keeping in a CRM or case management system, schedule consultations, and follow up with leads to maintain clear communication throughout the intake process. My approach blends customer service, administrative support, and legal intake coordination to ensure clients feel supported, informed, and comfortable during sensitive conversations.
Experience
Work history, roles, and key accomplishments
As an Intake Representative for a family estate planning law firm, my role is to be the first point of contact for potential and existing clients. I assist individuals and families who are seeking legal help with matters such as wills, trusts, estate planning, probate, and protecting their assets for future generations. My responsibilities typically include: Answering inbound calls, emails, and in
Led a team of customer service agents, providing training, support, and performance feedback. Resolved complex customer inquiries, ensuring high satisfaction and quick resolution times. Monitored team performance and implemented strategies to improve efficiency and service quality. Assisted in solving credit card inquiries and aiding the supervisor and helpdesk line for complex customer service in
Provided technical support to customers experiencing broadband connectivity issues. Troubleshooting and resolving internet-related problems via phone and email. Documented customer interactions and solutions in company systems. Delivered excellent customer service by maintaining patience and professionalism under pressure. Assisted in sales and upselling broadband and related services.
Education
Degrees, certifications, and relevant coursework
University of KwaZulu-Natal
Bachelor of Social Science, PSYCHOLOGY
2017 - 2020
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Social media
Job categories
Skills
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