Phumzile Nxumalo
@phumzilenxumalo
Technical and Customer Support Specialist
South AfricaWhat I'm looking for
I am a dedicated and results-driven Customer Support Specialist with over 4 years of experience in providing timely and effective solutions to product inquiries and issues. I possess excellent communication skills, both written and verbal, with a strong ability to navigate technical language and prioritize multiple tasks effectively.
I have a proven track record in enhancing customer experience by delivering high-level technical support, troubleshooting inquiries, and implementing process improvements. I am skilled at ensuring customer satisfaction and retention through in-depth knowledge of client operations and products.
I am proficient in managing all consumer interactions via calls, emails, and other tasks as directed by team management. I am competent in using CRM systems and adhering to company procedures, with a commitment to maintaining high standards of performance.
Experience
Work history, roles, and key accomplishments
Collections Admin Agent
Capitec Bank
Nov 2023 - Mar 2024 (4 months)
Responsible for responding to product inquiries and complaints, ensuring customer satisfaction and retention. Managed client accounts, negotiated repayments, and provided technical support by escalating issues to relevant departments.
2IC: Fraud Engagement Center
Capitec Bank
Jan 2022 - Oct 2022 (9 months)
Ensured team training in communication and problem-solving. Developed procedures for client interactions and monitored team performance to adhere to company policies and SLAs.
Helpdesk Agent
Capitec Bank
Aug 2019 - Jan 2022 (2 years 5 months)
Provided back-end support for branches, responding to inquiries and troubleshooting hardware/software issues. Managed CRM systems and ensured compliance with company policies.
Service Consultant
Multichoice DStv
Nov 2015 - Jul 2019 (3 years 8 months)
Handled incoming calls regarding subscriptions and technical queries. Assisted in troubleshooting and upselling services to retain clients.
Sales Consultant
O'Keefe and Swartz
Sep 2012 - Aug 2013 (11 months)
Conducted outbound sales calls to sell insurance products, consistently meeting sales targets.
Quality Assurance
Lifestyle Financial Services
Sep 2011 - Aug 2012 (11 months)
Evaluated call quality and provided feedback to consultants, offering coaching to improve performance.
Education
Degrees, certifications, and relevant coursework
Phumzile hasn't added their education
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Availability
Location
South AfricaAuthorized to work in
Job categories
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