Zenande Matha

Customer-focused Call Centre Agent with proven experience in inbound customer service, complaint resolution, and multi-channel support. Skilled in handling high-volume queries, troubleshooting technical issues, and delivering excellent customer experiences while meeting KPIs.

Customer Service Representative at Startek (Telkom Campaign) (2025-09 – Present)

Answer inbound calls and resolve customer queries for Telkom campaign

• Answer inbound calls and resolve customer queries
• Assist with billing, accounts, and service issues
• Troubleshoot internet and telecom problems
• Process upgrades and service changes
• Maintain customer satisfaction and KPI targets

Customer Service Representative at Mr Price Group (2024-02 – 2025-05)

Handled multi-channel customer queries and complaint resolution

• Handled multi-channel customer queries
• Resolved complaints within SLA timelines
• Ensured compliance with service standards
• Maintained professional communication

Customer Service Representative at Webhelp Concentrix (Amazon) (2024-09 – 2024-11)

Assisted with orders, deliveries, and account queries for Amazon

• Assisted with orders, deliveries, and account queries
• Processed returns and refunds
• Logged interactions for quality improvement

Customer Service Consultant at Hollywoodbets (2023-06 – 2024-06)

Handled queries via multiple channels and provided product information

• Handled queries via calls, email, and chat
• Provided product information
• Ensured compliance with policies

Customer Service Representative at Capability BPO (Instacart) (2021-01 – 2022-03)

Responded to customer inquiries and complaints for Instacart

• Responded to customer inquiries and complaints
• Updated customer records
• Provided product information

National Senior Certificate – Westville Girls High School (2012)