Nikeziwe Mnisi

Dedicated Customer Service Representative with over 4 years of experience providing remote support to UK and US customers in fast-paced e-commerce and technical support environments. Skilled in managing customer enquiries across phone, email, and chat, including order tracking, refunds, replacements, subscription management, website support, and technical troubleshooting. Proficient in Salesforce, Zendesk, and delivering exceptional customer experiences through empathetic communication, attention to detail, and effective problem-solving.

Passionate about improving customer satisfaction, identifying process improvements, and contributing to high-performing remote teams.

Coffee E-Commerce Customer Support Representative at Nutun CX (2025-07 – Present)

• Provide customer support for a UK-based coffee e-commerce brand via phone, email, and Salesforce, assisting with order tracking, delivery enquiries, refunds, replacements, and returns.
• Process customer requests in accordance with Standard Operating Procedures (SOPs), ensuring accurate resolutions while maintaining high levels of customer satisfaction.
• Support customers with promotional campaigns, including sign-ups and redemption, while also providing first-line technical troubleshooting for coffee machines and escalating complex issues when required.

Appliance Technical & Customer Support Representative at Nutun CX (2024-03 – 2025-07)

• Provided technical and customer support via phone, email, Salesforce, and video support channels for UK customers.
• Diagnosed appliance-related issues, coordinated repairs, refunds, and replacements, and escalated complex technical cases when necessary.
• Maintained accurate customer records while delivering professional, efficient service and meeting quality standards.

E-Commerce Customer Service Representative at iContact BPO (2022-04 – 2023-12)

• Assisted customers across the United States with online orders, payments, refunds, cancellations, and delivery enquiries using Zendesk.
• Guided customers through the online ordering process and resolved account- and order-related issues via phone and email.
• Delivered accurate, timely, and empathetic customer support, consistently maintaining high customer satisfaction.

Insurance Customer Service Representative at iTalk Financial Services (2021-01 – 2022-01)

• Assisted customers with onboarding, policy payments, debit orders, and general insurance-related enquiries.
• Provided support via phone, email, and chat while troubleshooting account- and app-related issues.
• Escalated claims and complex cases appropriately while maintaining professional and customer-focused communication.

Cashier at Fruit and Vegetable Supermarket (2018-02 – 2020-03)

• Processed cash, card, and electronic payments accurately and efficiently.
• Assisted customers with inquiries while delivering friendly customer service.
• Maintained organization and cleanness within the checkout area.

National Senior Certificate – Maphutha Secondary School (2016)