Mthobisi Phewa

To work in an environment that will allow me to grow in my abilities and allow me to contribute positively to the excellence performance of the company. I want to be an asset to the organization because I am doing what I love, and I strive to succeed.

Technical Support and Customer Care Agent (Frontier) at Call Center International (2026-01 – Present)

• Provide help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
• Guide the users to support them in becoming more productive
• Support in the development of programs to train the customer on how to properly use the products
• Concession of the customers' troubles by recommendation of products, services or procedures
• Evaluate the systems' problems to recommend enhancements
• Take phone calls from customers help them diagnose technical issues over the phone and speak with them about installing hardware or software on their computers, where serenity in challenging situation is needed

Customer Care Agent (TalkTalk) at Call Center International (2023-01 – 2024-02)

• Provided introductory information, such as a product manual explanation, to prospective and new customers
• Handled customer complaints and troubleshooting issues with products or services
• Followed up with clients or customers by phone, to check that they're still satisfied with their purchases or services received
• Accessing databases to retrieve account information for customers
• Letting customers know about additional products or services that might benefit them
• Escalating queries and concerns when necessary
• Updating customer records following each contact
• Staying up to date on the latest products and services an organization provides
• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolve customers' problems
• Determine charges for services requested, collect deposits or payments, or arrange for billing
• Refer unresolved customer grievances to designated departments for further investigation
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Grade 12 – Zamintuthuko High School (2017)