Fezeka Mhlontlo

Fezeka Mhlontlo Durban, KwaZulu-Natal, South Africa-linkedin.com/in/fezeka-mhlontlo- Summary •Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. • Adept at following communication scripts to properly handle various needs in a poised and professional manner. • Proven track record of serving as an effective liaison between companies and their potential and current clients. • Works to keep and increase customer satisfaction with every phone call. • Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. Experience Customer Service Representative CCI SA (DURBAN) Apr 2016 - Jan 2023 (6 years 10 months) - Acted as an escalation point for complex customer inquiries and complaints - Handled customer inquiries with empathy and professionalism, resulting in a X-star customer satisfaction rating - Adhered to customer service standards and corporate policies to ensure customer satisfaction - Developed comprehensive customer profiles to ensure personalized service and build customer loyalty - Resolved customer issues quickly and effectively, resulting in a X% decrease in customer complaints - Utilized active listening skills to identify customer needs and offered appropriate solutions - Collaborated with other departments to resolve customer issues - Analyzed customer feedback to improve customer service processes and policies - Developed and implemented customer service strategies to improve customer satisfaction Education Coastal kzn FET College NQF Level 4, Information Technology 2010 - 2012 Skills Contact Centers • Consumer Services • Communication • Typing • Creative Problem Solving • Computer Literacy • Teamwork • Salesforce.com • Change Management • French Fezeka Mhlontlo - page 1