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Nonjabulo Hlobisile Kunene

@nonjabulohlobisileku

Client Support Specialist at Merchants SA who maintained a 98% CSAT rating supporting Capital One clients.

At Merchants SA, I supported the Capital One Account by managing high-volume client inquiries across email and other support channels. I consistently met SLA response targets and maintained a 98% CSAT rating.

I investigated payment, billing, and account access issues, including high-priority requests. I followed documented procedures and escalated sensitive risk situations according to team guidelines.

I personalized response workflows and guided users through digital platform features to help reduce repeat tickets and encourage self-service. I also categorized and logged client interactions in CRM tools for tracking and compliance reporting.

I collaborated with cross-functional teams on complex cases and mentored junior team members on service desk quality standards. I’m currently enrolled in Digital Tools, Web Technologies & Application Problem Solving at FNB App Academy, and I hold a Data Analyst Essentials Certificate from Cisco Networking Academy.

Experience

Work history, roles, and key accomplishments

Client Service Representative

Merchants SA

Feb 2023 - Jul 2025 (2 years 5 months)

Managed high-volume client inquiry queues across email and multi-channel support for a major financial institution account, consistently meeting SLA response time targets and maintaining a 98% CSAT rating. Investigated and resolved high-priority payment and access requests independently, adhering strictly to documented SOPs.