Zusiphe Mjo

Results-driven and customer-focused Call Center Agent with experience in telesales and customer service. Skilled in handling high-volume inbound and outbound calls, building strong customer relationships, resolving queries, and consistently achieving sales targets. Committed to delivering excellent customer service and contributing to business success.

Customer Service - Tenacity

(2025-01)

• Handle inbound calls from customers in a professional and courteous manner.
• Protect customer information by verifying identity through security questions before discussing or disclosing any account details.
• Assist customers with enquiries about their contract terms, billing, and account information.
• Handle rental device cancellation requests and process Cancel & Keep requests according to company policies and procedures.
• Assist customers with insurance enquiries, explain available insurance options, process insurance-related requests, and provide guidance on claims procedures where applicable.
• Explain FoneYam products, services, rental agreements, and insurance benefits to customers.
• Resolve customer queries and complaints efficiently while delivering excellent customer service.
• Escalate complex customer issues to the appropriate department when necessary.
• Accurately capture and update customer information on the system.
• Maintain detailed records of all customer interactions and actions taken.
• Follow company policies, procedures, and compliance requirements at all times.
• Meet customer service quality standards and performance targets.
• Follow up with customers when required to ensure their enquiries or requests have been resolved satisfactorily.

Telesales - Callforce

(2023-01 - 2025-02)

Sold cellphone contracts to customers within the MTN campaign, presenting the features and benefits of the products in an engaging and compelling manner.

• Engaged with potential clients to understand their needs and recommended then most suitable mobile plans.
• Managed both inbound and outbound calls, ensuring that every customer's interaction resulted in a positive experience.
• Utilized CRM software to track customer interactions and follow up on leads and concerns.
• Addressed customer queries and resolved issues related to service plans and product offerings.
• Consistently achieved or exceeded monthly sales targets by turning objections into sales opportunities.
• Upsold additional services and accessories to maximize revenue.
• Stay updated with promotions, product offerings, and new services to provide the best solutions to customers.
• Built rapport with clients to ensure loyalty and satisfaction.
• Follow up with customers after purchases to ensure satisfaction and resolve any post-sale issues.
• Worked collaboratively with the team, sharing successful sales techniques and strategies.
• Ensured all sales and customer interactions interactions adhered to company policies and procedures.

Customer service - Ison xperiences

(2019-02 - 2023-02)

• Assisted customers with inquiries, complaints, and escalations.
• Processed orders, returns, and exchanges accurately.
• Maintained CRM records and provided clear product and service information.
• Coordinated with other departments to resolve customer issues efficiently.
• Assisted in training and mentoring new agents.

Diploma - Office Administration Management - University of South Africa

Higher Certificate - Tourism Management - University of South Africa (2023)

Matric - Simunye High school (2018)