Looking for a job

Nozibusiso Mshotwana

@nozibusisomshotwana

Customer service representative supporting US and UK customers, resolving retail order, billing, and payment issues at Concentrix.

South Africa

Message

What I'm looking for

I'm actively pursuing freelance and remote work in customer service, customer support, and administrative support, with a focus on a long-term remote opportunity aligned with my professional experience.

At Concentrix, I supported US customers through an online retail campaign, handling payment, billing, order, and transaction enquiries. I also helped customers place or cancel orders, navigate the online store, and create accounts.

At Call Monitoring Compliance Solutions, I worked in a hybrid role evaluating UK campaign calls against quality, script, and compliance requirements. I provided feedback and completed call evaluations and data capturing.

At KURA SA, I supported UK customers with gas and electricity smart-meter services through inbound and outbound calls, email, and online appointment bookings. I booked, rescheduled, and cancelled appointments, investigated failed appointments, and escalated account issues.

My experience also includes customer retention, collections, and sales across energy, telecommunications, and debt solutions. I'm pursuing freelance and remote opportunities in customer service, customer support, and administrative support, with a focus on finding a long-term remote role.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Concentrix

Sep 2024 - Nov 2025 (1 year 2 months)

Provided customer support to US customers through an online retail campaign, handling payment, billing, order, and general enquiries. Resolved incorrect orders and complaints within service requirements.

Customer Service Billing Payments Order Processing Complaint Resolution CRM documentation

Quality Assurance Advisor

Call Monitoring Compliance Solutions

Sep 2023 - Sep 2024 (1 year)

Monitored and evaluated calls against quality, script, and compliance requirements in a hybrid environment. Provided constructive feedback and identified opportunities for agent performance improvement.

Quality Assurance Call Monitoring Compliance Feedback Data Capturing

Inbound & Outbound Call Centre Agent

KURA SA

Oct 2019 - Sep 2023 (3 years 11 months)

Managed inbound and outbound calls for gas and electricity smart-meter services, handling enquiries, bookings, and complaints. Escalated account issues and maintained accurate customer information.

Inbound Calls Outbound Calls Customer Service Appointment Scheduling Complaint Resolution CRM

Collections & Customer Service Agent

Synergy Contact Solutions

Jan 2019 - Sep 2019 (8 months)

Handled inbound queries, payments, payment plans, and smart-meter appointments. Made outbound calls regarding outstanding balances and assisted with payment arrangements.

Collections Customer Service Payments Outbound Calls Appointment Scheduling

Customer Service / Retentions Agent

CCI South Africa

Feb 2017 - Dec 2018 (1 year 10 months)

Handled UK customer billing and broadband-package enquiries, assisting with upgrades and downgrades. Retained customers considering cancellation by identifying needs and presenting suitable options.

Customer Service Retention Upselling Billing Communication Skills

Quality Assurance Agent

BLAKE CONNECT

Apr 2016 - Dec 2016 (8 months)

Monitored and evaluated calls against scripts, quality, and compliance requirements. Provided feedback based on call evaluations and supported fair customer treatment.

Quality Assurance Call Monitoring Compliance Feedback Data Capturing

Retentions / Sales Advisor / Quality Assurance Agent

Evolution Marketing

Jan 2015 - Dec 2015 (11 months)

Handled sales and retention interactions while supporting customer satisfaction. Updated customer details and monitored calls for script, compliance, and legitimate sales processes.

Sales Retention Quality Assurance Customer Satisfaction Compliance

Sales Agent

Velocity Call Centre

Mar 2014 - Nov 2014 (8 months)

Engaged customers through outbound sales interactions and explained products and services clearly. Worked toward sales targets while maintaining professional customer communication.

Sales Outbound Calls Communication Skills Customer Service