Thembelani Peter

gigz.co.za/thembelani402

Summary

Dedicated Customer Support Specialist with over 7 years of experience delivering exceptional customer service within retail, telecommunications, and e-commerce environments. Experienced in handling high-volume inbound and outbound customer interactions via phone, email, social media, and ticketing systems. Skilled in customer relationship management (CRM), Freshdesk, technical troubleshooting, complaint resolution, order tracking, sales support, customer retention, and Service Level Agreement (SLA) compliance. Recognised for excellent communication skills, problem-solving abilities, and consistently providing outstanding customer experiences while achieving performance targets.

Experience

Customer Service Consultant · Bathu Swag · August 2019
  • Deliver professional customer support through inbound and outbound calls, email, and social media platforms.
  • Resolve customer enquiries, complaints, and technical issues while consistently meeting Service Level Agreement (SLA) targets.
  • Manage customer accounts and provide accurate information regarding products, services, payments, and deliveries.
  • Generate sales opportunities through proactive customer engagement and follow-up communication.
  • Process and manage Freshdesk support tickets to ensure timely issue resolution.
  • Track and monitor customer orders using courier systems to ensure successful delivery.
  • Analyse abandoned orders and identify opportunities to recover lost sales.
  • Maintain accurate customer records using CRM systems.
  • Collaborate with cross-functional teams to improve customer satisfaction and service quality.
  • Maintain strong product knowledge to provide accurate advice and recommendations.
  • Contribute to customer retention by building long-term customer relationships.
Customer Care Agent · Altron Bytes (Vodacom Project) · July 2018 – August 2019
  • Managed high volumes of inbound customer calls while maintaining excellent service standards.
  • Resolved customer queries efficiently using effective problem-solving and communication skills.
  • Responded promptly to customer emails while ensuring professional written communication.
  • Conducted outbound calls to educate customers about new products, services, and company policies.
  • Investigated customer complaints and ensured timely resolution within agreed SLA timelines.
  • Captured and maintained accurate customer information within CRM systems.
  • Completed administrative and reporting tasks accurately and within deadlines.
  • Assisted with customer retention initiatives through proactive customer engagement.
  • Applied conflict resolution techniques to successfully manage difficult customer interactions.

Education

Higher Certificate in Information Technology · Richfield Institute · 2021
Contact Centre Certificate · Altron Bytes Technologies · 2017
Matric (National Senior Certificate) · Ndengetho High School · 2010

Skills

Core Competencies

Customer Service, Customer Support, Contact Centre Operations, CRM Systems, Freshdesk, Ticket Management, Email Support, Live Chat Support, Telephone Support, Social Media Customer Support, Complaint Resolution, Technical Troubleshooting, Order Tracking, Customer Retention, Sales Support, Upselling & Cross-selling, SLA Management

Soft Skills

Communication Skills, Problem Solving, Conflict Resolution, Team Collaboration, Time Management

Technical Skills

Freshdesk, CRM Systems, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Office Suite, Email Management, Ticketing Systems, Order Tracking Systems, Data Entry, Social Media Support

Languages

English, isiZulu, isiXhosa