Lusiwe Mthethwa , Customer Service Representative

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.

Lusiwe Mthethwa

Customer Service Representative

Skills

Languages