Nozuko Magcaba
@nozukomagcaba
Customer service professional skilled in quality assurance, performance coaching, and written communication.
South AfricaWhat I'm looking for
I am a customer service professional with hands-on experience in quality assessment, customer support, and performance tracking across UK-focused contact centre environments. I consistently meet KPIs—managing high-volume email and chat queues—while identifying performance gaps and delivering actionable coaching to improve team outcomes.
I bring strong writing and content skills from freelance work and a certificate in Film and TV Production, plus SEO content training. I am detail-oriented, empathetic, and focused on continuous improvement, ready to relocate and contribute to customer experience and team development.
Experience
Work history, roles, and key accomplishments
Quality Assessor
Outworx
Jul 2024 - Present (1 year 3 months)
Evaluate agent interactions to identify performance gaps and provide actionable feedback that improved service consistency and KPI adherence across teams.
Customer Service Advisor
Outworx
Oct 2023 - Present (2 years)
Handle email and live chat support for a UK retail brand, resolving customer queries while meeting a daily target of 128 emails and maintaining high service standards.
Customer Service Agent
CCI South Africa
Feb 2023 - Oct 2023 (8 months)
Provided courteous customer care via multiple channels, learning best practices for handling inquiries and maintaining service quality while supporting daily operations.
Lead Generator
Consumer Connect
Sep 2022 - Nov 2022 (2 months)
Generated sales-qualified leads for life insurance in partnership with a UK provider, engaging English-speaking customers and supporting conversion efforts.
Freelance Writer
N/A
Jan 2020 - Jun 2020 (5 months)
Produced copy, scripts, and screenwriting projects for varied clients, building a portfolio across content, script, and screen formats.
Education
Degrees, certifications, and relevant coursework
Creative Arts College
Certificate, Film and TV Production
2020 - 2020
Completed a certificate in Film and TV Production focused on practical production and creative media skills.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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