Isanda Sabisa, Public Relations Specialist, Customer support agent.

About

A dedicated professional with a Diploma in Public Relations and over 6 years of experience in customer service, legal collections, and telecommunications. I specialise in clear communication, problem-solving, and creating smooth customer experiences. Currently, I’m expanding my skills in digital marketing, with training in content creation, social media management, email marketing, and basic SEO. I’m passionate about using my voice and creativity to help brands grow while also building a flexible, remote career.

Experience

Merchants

Jun 2024 – Present

Johannesburg

Customer Representative

I currently work as a Customer Service Representative on the Cell C Fibre campaign, where I support fibre customers with technical, billing, and general service-related queries. I engage with customers through inbound calls, helping them troubleshoot connectivity issues, understand their services, and navigate account-related matters with professionalism and care. Key Responsibilities: Assist Cell C fibre customers with queries related to installations, activations, billing, and connectivity. Troubleshoot fibre issues, including router configuration, ONT resets, and downtime concerns. Log and escalate complex queries to the relevant departments and follow up until resolution. Educate customers on how to optimize their fibre services and understand their accounts. Accurately update customer records and ticket notes using internal CRM tools. Meet daily performance metrics such as call quality, AHT, and customer satisfaction targets. Key Strengths: Communicate clearly and empathetically, even in high-pressure situations. Remain calm and solution-focused while supporting frustrated or confused customers. Build trust with customers by listening actively and offering clear, confident solutions.

Britelink

Aug 2021 – May 2024

Johannesburg

Team leader

As a Team Leader at Britelink, I supervised a team of fibre technicians responsible for residential and commercial fibre installations across various regions. I coordinated daily field operations, ensured timely and high-quality service delivery, and acted as the main point of contact between the field team and management. I also ensured compliance with health and safety regulations while maintaining strong customer relationships on-site. Key Responsibilities: Lead a team of fibre installers, assign daily tasks, and monitor performance in the field. Conduct site assessments and ensure installations meet quality, technical, and safety standards. Liaise with customers on-site to explain installation procedures and resolve concerns. Coordinate with internal departments for scheduling, stock allocation, and technical escalations. Train new installers on fibre equipment, safety protocols, and customer service best practices. Submit daily progress reports, job cards, and ensure proper documentation of all installations. Key Achievements: Maintained a high team completion rate with minimal callbacks and reworks. Recognized for leading one of the most consistent and productive installation teams. Played a key role in mentoring junior staff and improving overall field performance.

HTN Attorneys

Feb 2021 – Aug 2021

Johannesburg

Call centre agent

Key Achievements: Consistently met collection targets and maintained high-quality call standards. Built trust with customers by remaining calm and solution-focused in challenging interactions. Developed a strong understanding of debt recovery procedures and compliance guidelines.

Nimble group

Jan 2016 – Dec 2016

Johannesburg

Call centre agent

At Norman Bissett & Associates, I worked as a Collections Agent responsible for recovering outstanding debts through outbound and inbound calls. I communicated with customers to negotiate payment plans, update account details, and educate them on the consequences of non-payment in a respectful and solution-driven manner. My My responsibilities included negotiating realistic payment arrangements, updating and verifying account information, and clearly explaining repayment options to clients. I maintained firm yet respectful communication, ensuring full compliance with legal and regulatory standards while consistently meeting performance targets. Key Responsibilities: Contacted customers with overdue accounts and negotiated payment arrangements. Explained account details, repayment options, and legal implications of debt. Updated CRM systems with accurate customer information and call notes. Followed up on broken promises to pay and escalated complex queries where necessary. Met daily and monthly collections and call volume targets.

Education

University of South Africa

Jan 2021 – Nov 2023

Diploma in Public Relations, Public Relations

Ikusasalethu Secondary School

Jan 2013 – Nov 2013

Matric, Grade 12 Certificate

Isanda Sabisa

Public Relations Specialist, Customer support agent.

Skills

Languages