Kwanele Lembethe

Highly disciplined, articulate, and customer-focused professional with 5 years of experience in high-volume omnichannel customer service, dispute resolution, and operational performance. Proven track record of handling complex customer accounts with empathy and patience, managing digital and voice correspondence, and meeting strict corporate KPIs. Adept at navigating dynamic environments while ensuring high standards of brand representation and service delivery.

Customer Care and Complaints Specialist at Konecta SA (Octopus Energy UK) (2023-08 – Present)

• Provide specialized gas and electricity service support for a leading UK energy supplier, managing advanced inquiries with precision.
• Manage complex customer accounts and actively refine resolution workflows to exceed international service standards.
• Handle omni-channel communication streams efficiently, maintaining professional phrasing and strict operational benchmarks.

Customer Service Agent (Correspondence & Emails) at NutunCx (E.ON Next UK) (2022-02 – 2023-07)

• Handled digital correspondence and high-volume email operations for UK-based gas and electricity accounts with a strong focus on empathy and patience.
• Developed deep rapport through active listening, consistently securing positive client feedback and driving higher account retention rates.
• Maintained highly accurate database records, ensuring customer profiles were meticulously updated and aligned with strict compliance guidelines.

Customer Service Agent (Voice) at CCI SA (TalkTalk UK) (2021-01 – 2021-12)

• Managed voice interactions seamlessly for a high-volume UK broadband campaign, directing inquiries to appropriate departments.
• Maintained detailed, accurate administrative records of all client interactions to ensure proper issue tracking and zero gap in service delivery.

Higher Certificate in Criminal Justice – UNISA

Matric Certificate – Nqabakazulu Comprehensive High School