Nomathemba Mthembu
Client Service | Customer Service | Administration
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About
Experienced customer service professional with extensive experience in customer support, complaint resolution, account enquiries, administration and call-centre operations. Skilled in communicating with customers through telephone, email, live chat and in-person channels, maintaining accurate records, processing requests and resolving queries efficiently. Strong communication, interpersonal, time-management and Microsoft Office skills, with a customer-focused approach.
Experience
Customer Service / Technical Support at iOpen Consultancy (DarkRed) (2015-03 – Present)
- Process and prioritise customer orders and requests received via telephone, email, live chat and instant messaging.
- Investigate and resolve customer complaints, including late, incorrect or faulty orders.
- Provide troubleshooting and technical support for appliances.
- Handle inbound and outbound call-centre interactions professionally and patiently.
- Maintain accurate customer service records and protect confidential customer and financial information.
Customer Service / Accounts Support at EHL (Ellerines Holdings) (2013-05)
- Email statements of account to customers and manage account-related enquiries.
- Log customer complaints and conduct case follow-ups.
- Process and follow up on refunds and escalate queries where necessary.
- Assist customers with account cancellations and account enquiries.
- Assist walk-in customers with their account-related needs.
Customer Service / Tax Administration at South African Revenue Service (SARS) (2009-07)
- Assisted with Income Tax, eFiling, PAYE, SDL, VAT and UIF-related services.
- Assisted with refunds and escalation of customer queries.
- Posted forms electronically and updated taxpayers' personal information.
- Assisted employers with EasyFile services and transfer duty declarations.
Education
Certificate in NQF Level 2: Customer Service / Call Centre / Teleservice Operations – People Solution (2009 – 2009)
Receptionist & Secretary in Business, Management & Marketing Support – Boston College (2007 – 2007)
National Senior Certificate / Matric – Petit High School (2006 – 2006)
