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Lusiwe Mthethwa

Customer Service Representative

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Intro
Durban, South Africa
Call Center Representative at Televate Contact Center
Studied High School Diploma at Newcastle High School
Joined May 27, 2025

Skills

Languages

English
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Fluent
About
Highly empathetic and results-oriented customer service professional with 2+ years of experience in fast-paced, remote environments. Proven ability to resolve complex issues, maintain high customer satisfaction scores, and adapt quickly to new technologies. Seeking to leverage strong communication and problem-solving skills to contribute to a dynamic remote team.
Experience
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Televate Contact Center
Mar 2023 – Present
Durban
Call Center Representative
Resolved customer inquiries and complaints efficiently, maintaining a 95% first-call resolution rate. • Assisted an average of 50+ customers per day via phone, email, and chat, exceeding daily targets. • De-escalated challenging customer situations, turning negative experiences into positive outcomes. • Trained new team members on customer service best practices and product knowledge. • Identified and reported recurring customer issues, contributing to a 15% reduction in common complaints. • Processed transactions accurately and handled cash, credit, and debit payments. • Maintained in-depth knowledge of products/services to provide accurate information and recommendations. • Received "Customer Service Employee of the Month" award for 3 consecutive months.
Education
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Newcastle High School
Jan 2004 – Dec 2008
Grade12, High School Diploma