Summary
Overview
Work History
Education
Skills
Timeline
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WINILE MAJONGILE

Customer Service Specialist
East London

Summary

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

8
8
years of professional experience

Work History

Customer Support Specialist

DMC Management Services
09.2017 - Current
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
  • Reduced call handle time, allowing for more customer inquiries to be resolved each day.
  • Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.

Customer Service Associate

IWG
01.2024 - 12.2024
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled billing and payment issues by following guidelines and resolving disputes.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.

Customer Support Specialist

Amazon
03.2023 - 01.2024
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Multitasked to handle diverse customer needs in a high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
  • Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
  • Elevated customer support experience by adopting customer-first approach in all interactions.

Education

Marketing - Business Management

Walter Sisulu University
East London, South Africa
04.2001 -

High School Diploma -

Cape Town High School
Western Cape
04.2001 -

Skills

    Active listening

    Customer service excellence

    Time management

    Customer relationship management (CRM)

    Live chat support

    Ticket management

    Problem-solving

    Decision-making

    Customer response

    Call center experience

    Payment processing

    SLA compliance

    Email communication

Timeline

Customer Service Associate

IWG
01.2024 - 12.2024

Customer Support Specialist

Amazon
03.2023 - 01.2024

Customer Support Specialist

DMC Management Services
09.2017 - Current

Marketing - Business Management

Walter Sisulu University
04.2001 -

High School Diploma -

Cape Town High School
04.2001 -

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WINILE MAJONGILE Customer Service Specialist