Zanele Matjomane

Customer service and client care professional with 10+ years of experience across customer support, client retention, insurance claims, sales, healthcare administration, and hospitality. Experienced in managing high-volume customer interactions across phone, email, and chat, resolving complex queries, handling complaints, processing claims, and identifying solutions that improve customer satisfaction and retention. Strong background in customer relationship management, troubleshooting, complaint resolution, sales, customer retention, claims administration, documentation, and cross-functional collaboration.

Recognized for empathy, active listening, problem-solving, adaptability, and the ability to perform effectively in fast-paced environments. Experienced in supporting customers throughout their journey while maintaining professional communication and accurate records.

Product Expert / Client Care Coordinator at Lexie Hearing / Eargo (2025-06 – Present)

• Deliver fast, accurate, and empathetic customer support across chat, voice, and email channels.
• Resolve customer issues relating to payments, onboarding, accounts, shifts, and platform functionality in real time.
• Investigate and resolve support cases using Zendesk, Salesforce, and customer support systems, maintaining accurate case notes and documentation.
• Troubleshoot technical and operational issues independently while applying sound judgment to determine when escalation is required.
• Provide personalized customer support using clear, confident, professional, and solution-focused communication.
• Identify recurring customer issues, workflow gaps, process inefficiencies, and operational pain points and contribute to continuous improvement.
• Guide new professionals through the onboarding process, helping them understand platform functionality and build confidence.
• Maintain accurate customer records and follow established support processes, procedures, and quality standards.
• Demonstrate strong ownership, accountability, problem-solving, communication, multitasking, and decision-making skills in a fast-paced environment.
• Consistently prioritize customer satisfaction, service quality, response speed, and effective issue resolution.

Customer Service Consultant at Merchants SA – Xfinity Comcast USA Campaign (2022-03 – 2025-01)

• Provided high-volume customer service and support to customers through telephone and digital communication channels.
• Retained customers who contacted the business to cancel services by identifying customer needs and recommending suitable service options.
• Developed customer loyalty by addressing concerns, resolving complaints, and providing personalized solutions.
• Responded promptly and accurately to customer inquiries regarding products, services, accounts, and transactions.
• Educated customers on product and service features, benefits, pricing, and available options to support informed decisions.
• Handled customer complaints professionally and empathetically, working toward effective resolutions that restored customer satisfaction.
• Assisted customers with orders, payments, transactions, and account-related queries.
• Maintained accurate customer records, interaction notes, and transaction information within company systems.
• Conducted follow-ups to confirm that customer issues had been resolved and to gather feedback.
• Collaborated with sales, technical support, and other departments to resolve customer issues and communicate customer feedback.
• Assisted with onboarding and training new customer service representatives by sharing processes, product knowledge, and best practices.
• Supported customer retention strategies designed to reduce customer churn and increase loyalty.
• Consistently focused on achieving customer satisfaction, service targets, retention objectives, and business goals.

Motor Claims Consultant at Merchants SA – USSA Insurance USA Campaign (2021-02 – 2022-02)

• Lodged and processed motor insurance claims over the telephone.
• Contacted insured customers and other involved parties to obtain missing or required information.
• Reviewed insurance policies to determine coverage, eligibility, and applicable claim conditions.
• Captured, updated, and maintained accurate customer and claims information using computer systems.
• Provided customers with clear instructions regarding the claims process and next steps.
• Referred customers to appropriate auto repair facilities and service providers where required.
• Contacted dealerships and relevant service providers to coordinate vehicle repairs.
• Explained insurance coverage, claim requirements, and outcomes clearly to customers experiencing breakdowns or accidents.
• Investigated claims and ensured all required information and supporting documentation were obtained.
• Finalized claims and communicated claim outcomes to customers professionally and accurately.

Customer Service Consultant at Platinum Life – Remote (2019-08 – 2021-01)

• Delivered customer service and sales support while maintaining strong product and service knowledge.
• Achieved sales and service targets through effective communication, customer engagement, and relationship-building skills.
• Generated new business by contacting prospective customers and educating them about female cancer insurance cover.
• Consistently achieved approximately 2+ daily sales through proactive customer engagement and consultative selling.
• Lodged customer claims by telephone and accurately captured all relevant information.
• Followed up with customers regarding outstanding documentation and additional information required to process claims.
• Investigated claims and identified potential fraudulent activity for further review.
• Assisted with claim approval and decline processes in accordance with company procedures.
• Liaised with the finance department regarding approved claim payouts.
• Maintained accurate customer information and documentation throughout the claims process.

Sales Consultant at National Security and Fire / ADT – Germiston (2019-02 – 2019-08)

• Conducted on-site product demonstrations and explained security system features, benefits, and functionality to prospective customers.
• Identified customer needs and recommended suitable security solutions.
• Addressed customer questions and concerns using consultative sales techniques.
• Provided accurate pricing and product information to support purchasing decisions.
• Generated new business by acquiring new customers and developing existing relationships.
• Collaborated with the sales team to achieve business targets and consistently meet or exceed individual sales objectives.

Sales Consultant / Promoter at Thebe Ya Bophelo Healthcare Administrative – Johannesburg (2018-02 – 2019-01)

• Assisted healthcare customers with medical aid-related queries and service issues.
• Liaised with medical aid providers to resolve customer problems and improve service delivery.
• Provided customer-focused solutions to complex medical aid and administrative queries.
• Improved customer satisfaction and repeat business through effective problem resolution and consistent follow-up.
• Maintained positive customer relationships while protecting company reputation and customer loyalty.

Waitress at Aurelius D'Oreale Restaurant – Kempton Park (2016-01 – 2017-12)

• Provided professional and attentive customer service in a busy restaurant environment.
• Took customer orders accurately and developed positive relationships with guests.
• Maintained clean, organized, and well-stocked service areas to support efficient operations.
• Followed appropriate food handling, cleaning, and sanitation procedures.
• Managed multiple customer requests simultaneously while maintaining service quality.

Phumulani secondary school