Butsha Y. Mlilo
Customer Services and Technical Support Professional
Talent
Cape Town, South AfricaMember since September 4, 2026
Customer service & key account supportCase logging, tracking & end-to-end resolutionComplaint handling & root cause analysisSLA management & service deliveryCRM & ticketing systemsData capturing & quality assuranceMicrosoft Office (Word, Excel, Outlook, Teams)Professional written & verbal communication
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Customer service & key account supportCase logging, tracking & end-to-end resolutionComplaint handling & root cause analysisSLA management & service deliveryCRM & ticketing systems
About
Customer-focused Customer Services and Technical Support Professional with extensive experience in call centre environments, key account support, complaint resolution, and case management. Proven ability to manage high volumes of customer enquiries, take ownership of escalated issues, collaborate with internal teams, and deliver resolutions within SLA requirements.
Experience
Customer Services / Technical Support Agent - Mweb (Pty) Ltd
(2024-01)
- Provide professional customer service via phone and email
- Take ownership of customer complaints and ensure timely resolution
- Log, track, and manage customer cases accurately across systems
- Collaborate with internal teams to resolve escalated issues
- Manage customer expectations in line with defined SLAs
Customer Services / Technical Support Agent (Vodacom Fibre) - Callforce Direct (Pty) Ltd
(2021-01 - 2024-12)
- Acted as primary point of contact for customer enquiries and complaints
- Managed customer cases from receipt to closure
- Identified recurring issues and supported process improvement initiatives
- Maintained accurate records and supported reporting requirements
Customer Service Agent - Sigma SA
(2020-01 - 2020-12)
- Handled billing enquiries and service-related complaints
- Ensured accurate data capturing and adherence to processes
Education
Matric / Grade 12 - Ikamvalethu High School
