Khululiwe Msimango Email & Phone Number

Sandton

Working as a contact centre agent for Showmax. Responding to customer queries via emails and live chats in a professional and friendly manner in accordance to SLAs. Assisting with account related issues, billing queries, general product and service enquiries as well as content related questions and concerns. Tier 1 technical support, troubleshooting devices such as mobile phones, laptops, TVs and providing customers with steps to follow to resolve internet connection issues, device issues etc. Escalated complex issues to second line for resolution and feedback. Provided feedback to leadership on customers issues, complaints, suggestions and recommendations.

Braamfontein

Worked as a customer service advisor for Verizon.

Answering inbound calls from customers professionally and responding efficiently as well as courteously to customer enquiries and problems applying set standard operating procedures and explaining possible solutions with appropriate timeframes ensuring a customer-centric approach at all times. Connecting throughout interactions with customer, displaying willingness, empathy, taking ownership of the call and buidling rapport to enhance the customer's experience. Assisting postpaid customers, handling issues related to their accounts, network and mobile phones as well as any other connected devices such as routers, laptops, tablets etc. Providing assistance with bills, explaining charges on bills, pro-rations and escalating to relevant teams for assisting with issuing of credits when valid. Upselling where opportunities arise based on customer profiles, advising customers of offers available for them or compatible products based on purchases to boost sales. Ensuring thorough product knowledge at all times to effectively communicate and relay accurate information. Engaging in active listening with customers, confirming or clarifying information and diffusing angry or irate clients, as needed to ensure that clients feel understood, supported and at ease and are assured that their issues are being handled correctly. Utilising product and service knowledge to handle queries, using the relevant systems, tools and any other available resource to research required information for query resolution and to accurately capture or maintain information of transactions when and if required. Handling and resolving customer complaints regarding products and services offered accurately, efficiently and effectively in accordance with First Call Resolution, Turn Around Times and other Service Level Agreements as well as Rules & Regulations. Processing forms, orders, and applications as requested by the customers and in accordance to company standard operating procedures and legislation.

Randburg, Gauteng, South Africa

Worked as a customer representative for Sharper Image and Smile Direct Club.

Managing and responding to a large number of customer enquiries via phone, email or chats. Researching product details or company policies and maintaining a high product knowledge level to answer questions and provide information about products and services such as pricing, availability, delivery options and order statuses and assist customers with all their enquiries. Assisting customers with placing new orders, including collecting shipping information and payment details. Upselling and offering customers discounts on additional purchases in order to increase sales. Assisting customers with issues related to existing orders, answering questions about products, shipping, returns, exchanges and anything related to products purchased online on the Sharperimage.com website. Troubleshooting of devices, attending to customer queries and escalating priority issues when and as needed. Updated customer's personal information as and when requested. Providing customer service and troubleshooting issues or electronic products, assisting by providing a walkthrough on product setup or product usage.

Sunninghill

Worked as an inbound customer service agent for Telkom Mobile postpaid customers.

Assisting both prepaid and postpaid Telkom Mobile clients, handling issues related to network, electronic devices such as routers, cellphones amd laptops, billing and sales amongst various other customer queries. Answering inbound calls from customers professionally and responding efficiently and accurately to customer enquiries and complaints applying set standard operating procedures and explaining possible solutions ensuring a customer-centric approach at all times. Utilising product and service knowledge to handle queries, as well as scripts, systems, tools and any other available resource to research required information for query resolution and to accurately capture or maintain information when and if required. Engaging in active listening with clients, confirming or clarifying information and diffusing angry or irate clients, as needed to ensure that clients feel understood, supported and at ease. Handling and resolving customer complaints regarding products and services offered accurately, efficiently and effectively in accordance with First Call Resolution, Turn Around Times and other Service Level Agreements as well as Rules & Regulations. Processing forms, orders, and applications as requested by the customers and in accordance to company standard operating procedures and legislation. Identifying and escalating issues to back-end departments where applicable and reporting to the high-level management and following up on such issues when and as required. Completing call notes and call reports as necessary and updating them in the CRM during and after customer calls. Recording details of comments, inquiries, complaints, and actions taken such as escalations, opening and closing of cases. Educating and providing information on the company's products, services and offerings to create a better customer experience. Other duties as assigned by Team Leader and Management.

Worked as an instore promoter on different campaigns part-time. Participated in activations, roadshows, meet and greets and instore campaigns across the food, health & beauty, entertainment and technology industry.

Worked part-time and weekends on different campaigns, in-store activations, roadshows and events promoting different products and merchandise. Worked with brands within the food, health, beauty, telecommunications and entertainment industry. Planned and executed sampling events by working hand-in-hand with retail store managers and leaders.

Diploma, Accounting Science

National Senior Certificate, Grade 12

English Home Language Afrikaans First Additional Language Mathematics Life Orientation Accounting Economics Physical Sciences