Looking for a job

Phumelele Sibisi

@phumelelesibisi

Message

I resolve retail customer issues, support operations, and coach teams across online service environments.

South Africa

Message

What I'm looking for

I'm looking for a customer experience or operations support role where I can resolve customer issues, improve service processes, support teams, and continue developing through training and new responsibilities.

I'm currently resolving customer inquiries and issues through Zendesk at Online Home Shop, while monitoring feedback to improve customer satisfaction. I collaborate across departments and provide accurate product and service information.

Previously, I supported UK and US online retail customers at Foundever and Merchants SA, using Salesforce and Magento for orders and account inquiries. I've also assisted managers, coached new hires, delivered systems training, and handled team administration including CSAT data, attendance, timesheets, and claims.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Online Home Shop

Jul 2025 - Present (1 year 3 months)

Responds promptly and professionally to customer inquiries through a Zendesk ticketing system, resolving customer issues. Maintains thorough understanding of products and services to provide accurate information to customers.

Zendesk Customer Service Communication Skills Problem Solving Collaboration Reporting

2ic/Customer Experience Associate

Foundever

May 2023 - Jul 2025 (2 years 2 months)

Assisted UK retail customers with order processes, general shopping, and account inquiries through Salesforce. Supported the manager in their absence, handling soft training and coaching of new intakes.

Salesforce Customer Service Order Processing Training Coaching Team Support

2ic/Senior Customer Specialist

Merchants SA

Feb 2019 - Feb 2023 (4 years)

Handled US online retail campaign order processing through Magento, working with logistics companies such as DHL, FedEx, and UPS for track and trace and claims. Managed team admin including data collection (CSAT), coaching, and training new intakes.