Khwezi Mthembu

Dedicated customer service specialist with over 5 years of experience in high-volume call centre environments. Skilled in managing 50+ calls daily with efficiency and empathy, while maintaining high customer satisfaction. Proficient in handling customer interactions across multiple channels including phone, webchat, and email. Strong problem-solving abilities, excellent communication skills, and proven track record of meeting performance targets in fast-paced settings.

Customer Service Advisor - Huntswood CXP

(2023-01 - 2026-02)

• Handle 50+ inbound calls daily, assisting customers with billing inquiries, service issues, and product information.
• Achieved a 95% customer satisfaction rating by resolving complaints efficiently and empathetically.
• Served as part of the emergency response customer service team, providing urgent support and guidance during critical situations.
• Consistently exceeded monthly performance targets for call resolution time and upselling services.

Customer Service Agent - Synergy

(2022-01 - 2022-12)

• Provided front-line support in a busy retail environment, assisting customers with purchases, returns, and product knowledge.
• Assisted with tracking deliveries for customers, ensuring timely updates and resolution of delivery-related issues.

Sales Agent - Rewardsco

(2021-01 - 2022-12)

• Promoted and sold uncapped home WiFi packages to residential customers, consistently meeting and exceeding monthly sales targets.
• Delivered exceptional customer service in the sales role by identifying customer needs and clearly communicating the benefits of available packages.

Customer Service Agent - Ison Exprience BPO

(2018-01 - 2021-12)

• Provided front-line support to customers, including handling dissatisfied clients with professionalism and empathy.
• Actively listened to concerns, identified root causes, and offered tailored solutions to restore customer confidence.
• De-escalated tense situations by maintaining a calm and respectful tone, resulting in a 95% customer satisfaction rating.
• Consistently exceeded monthly performance targets for call resolution time and upselling services.

Matric - Burnwood Secondary school (2013-12)