Luyanda Khoza

Customer Service Consultant with experience in contact centre operations and digital customer engagement. Skilled in handling inbound and outbound customer queries across multiple channels including telephone, email, live chat, Facebook, Twitter, and WhatsApp. Experienced in using CRM systems to log, track, and resolve customer queries while maintaining service quality and meeting operational targets.

Strong communication and problem-solving skills with a focus on first-contact resolution, customer satisfaction, and professional service delivery.

Customer Service Consultant (Inbound & Digital Support) at Alteram Solutions (2025-09 – Present)

• Handle inbound and outbound customer calls while meeting service level and quality standards.
• Respond to customer queries across digital platforms including WhatsApp, Facebook, Twitter and Live Chat.
• Log and manage customer queries using the DCE CRM system.
• Provide first-contact resolution where possible and escalate complex issues when required.
• Assisted customers across multiple channels including phone, email and social media.
• Maintained accurate customer records through CRM ticket logging and updates.
• Supported customers with UIF, TERS and uFiling queries by interpreting account information and processes.
• Ensured professional communication and follow-ups until customer queries were resolved.

Customer Service Consultant (YES Programme) at Alteram Solutions (2024-09 – 2025-09)

• Handled inbound customer calls and assisted clients with UIF benefit applications.
• Logged and managed customer queries on the DCE CRM system.
• Assisted customers with navigation and usage of the uFiling and TERS systems.
• Provided professional customer service while adhering to operational standards and service levels.
• Escalated complex customer issues to supervisors or subject matter experts when required.
• Followed up on unresolved queries to ensure resolution within SLA timelines.

Cashier / Floor Assistant (Part Time) at Mary Jane Kyalami (2025-03 – Present)

• Processed customer purchases using point-of-sale systems.
• Handled cash, card payments, refunds and exchanges accurately.
• Assisted customers with product queries and in-store support.
• Maintained stock levels and ensured merchandise displays were organised.
• Assisted with stock taking, deliveries and inventory checks.

Internet Café & Gaming Centre Assistant at The Gaming Board Inc (2016-03 – 2021)

• Installed and updated Windows operating systems on laptops and PCs.
• Installed, updated and configured PC games for customers.
• Assisted customers with game installations, updates and basic troubleshooting.
• Performed routine PC software updates and system maintenance.
• Assisted customers with computer setup and basic technical issues.
• Provided customer support and explained basic computer and software processes to customers.
• Operated and monitored the gaming section, providing PlayStation 4 and Xbox 360 gaming services.
• Managed gaming sessions and assisted customers with controllers, consoles and game setup.
• Ensured gaming stations were available, functional and ready for customers.
• Kept computer and gaming areas organised and maintained a clean customer environment.

Grade 12 – Mkhuhlu High School (2020)

Higher Certificate in Veldfire Management in Veldfire Management – Nelson Mandela University (2022)

Agricultural Production in Agricultural Production – Chivirikani Poultry and Farming (2023-01 – 2024-03)