Abongile Mchunu

Customer-focused professional with over 10 years of experience

Talent

DurbanMember since May 5, 2026

Strong verbal and written communication skillsActive listening and customer needs assessmentConflict resolution and de-escalation expertiseEmpathetic and customer-first approachProficient in CRM systemsExperienced with contact center platformsFamiliar with ticketing systems and help desk softwareFast and accurate typing

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About

Customer Support Agent with 12+ years of experience in high-volume contact centres and remote environments. Skilled in handling multichannel support, resolving complex issues, and maintaining top-tier customer satisfaction scores. Proficient in multiple CRM tools.

Experience

Client Care Personnel (Office Depot Business Solutions) at Concentrix (2024-08 – Present)

Primary point of contact for business clients.
Handling inquiries via phone, email, or chat.
Supports order processing, tracking, and issue resolution.
Working closely with Account Managers or Sales Teams to support business clients.
Manage escalations and complex customer requests.
Order Management Specialist.
Focused on ensuring accurate and timely processing of bulk or repeat business orders.
Answering inbound inquiries from business clients regarding products, services, orders, billing, etc.
Provide real-time support via phone, chat, or email.
Order Management - Process, modify, or cancel orders placed by clients.
Tracking shipments and coordinate with logistics teams to resolve delivery issues.
Issue Resolution - Handling complaints, returns, and product/service concerns efficiently.
Escalating unresolved issues to higher-tier support or account management as needed.
Client Relationship Management - Build and maintain strong relationships with business clients.
Provide personalized service and anticipate client needs where possible.
Product and Service Knowledge - Stay informed about Office Depot's products, services, pricing, and promotions.
Recommend appropriate solutions or alternatives to meet client needs.
System and Data Entry - Maintain accurate records in CRM and order management systems.
Ensure client data is up to date and any interactions are logged properly.
Collaboration - Working cross-functionally with sales, fulfillment, logistics, and IT departments
Participate in team meetings, training sessions, and performance reviews.

Customer Service Associate at Amazon (2022-02 – 2024-08)

Route dispatch and ordering
Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns.
Developed and actualized customer service initiatives to decrease wait times.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Responded to customer calls and emails to answer questions about products and services.
Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

Help desk Specialist at SA Home Loans (2018-01 – 2019-09)

Inbound and outbound calls.
Answering calls and respond to emails.
Handling customer inquiries both telephonically and by email.
Managing and resolving customer queries.
Providing customers with product and service information.
Entering new customer information into system; Updating existing customer information.

Service Consultant at Capitec Bank Pty Ltd (2016-05 – 2017-06)