Phumza Tshongozi

An experienced Call Center Agent with 4 years experience in the industry. Proven customer service and communication skills. Managing customer complaints, achieving KPI and quality calls.

Market Research Call Center Agent at Ipsos (2021-08)

Market Research Call Center Agent conducting telephonic surveys and managing customer relationships

• Proactively reaching out to existing customers to conduct telephonic surveys.
• Identifying and escalating common customer complaints to management.
• Ensuring data quality, verifying information and ensuring customer feedback is correctly captured into the CRM system.
• Follow up with customers to ensure their issues are resolved.
• Generate repeat business by promoting new offers to customers.

N6 in Human Resource Management – Westcol TVET College (2017)

National Senior Certificate – Thusa-Setjhaba Secondary School (2014)