Zime - Customer Service & Support Specialist in Telecommunications and Utilities

Durban, KwaZulu-Natal, South Africaen

Consistently achieved first-contact resolution in customer support, enhancing satisfaction and retention.

Optimized order management processes, ensuring timely activation and reducing delays for UK telecom customers.

Published on CazVid

Summary

Dedicated customer service specialist with extensive experience in telecom and utility sectors. Proven ability to resolve complex issues, manage order processes, and build strong client relationships to enhance customer satisfaction.

Key Achievements

Provided technical guidance to resolve complex issues, improving customer experience and loyalty.
Managed high-volume inquiries with professionalism, increasing sales conversions and customer trust.
Coordinated with technical teams to log network faults and dispatch engineers efficiently.

Skills

Customer Query ResolutionExpert

Skilled in resolving diverse customer issues efficiently, ensuring high satisfaction rates.

Relationship BuildingAdvanced

Able to develop strong client relationships that foster loyalty and repeat business.

Order Lifecycle ManagementIntermediate

Proficient in managing the complete order process from initiation to activation.

Technical Support & TroubleshootingAdvanced

Experienced in guiding customers through technical issues, improving first-contact resolution.

Escalation Handling

Experience

Customer Service Advisor

Huntswood

Delivered high-quality inbound and chat support for Pay As You Go UK gas and electricity customers, ensuring first-contact resolution.. Assisted customers with complex technical issues, guiding them through meter troubleshooting and logging unresolved faults efficiently.. Resolved escalated customer complaints with empathy and professionalism, protecting brand reputation and maintaining high satisfaction metrics.. Coordinated with field teams to book engineer appointments for faulty equipment, ensuring seamless service delivery.. Identified customer needs during support calls to cross-sell and upsell relevant energy solutions and upgrades.

Inbound Sales Agent

Likeminds Group (Vodacom)

Managed high-volume inbound support and sales inquiries, assisting customers with contract selections and mobile data solutions.. Conducted thorough needs-analysis to recommend tailored plans, improving overall customer experience and driving retention.. Consistently met and exceeded daily service level targets, resolution KPIs, and performance benchmarks.. Maintained accurate, detailed records of customer interactions, transactions, and account updates in the CRM database.. Utilized strong objection-handling techniques to turn challenging service inquiries into successful customer retention opportunities.

Customer Service & Order Management Representative

CCI (TalkTalk Campaign)

Managed end-to-end broadband and telecom order processing for UK customers, tracking provisioning milestones to ensure timely service activation.. Handled customer inquiries regarding order tracking, line testing, router delivery, and initial service setup with high first-contact resolution.. Liaised with Openreach and network engineering teams to resolve provisioning fallout, delayed activations, and technical routing issues.. Investigated billing queries and managed account configurations for newly onboarded subscribers during their cooling-off and setup phases.. Utilized robust broadband CRM systems to accurately input, update, and manage sensitive customer account data in compliance with regulatory standards.