Nhlanhla Makhaza

Support Agent at E-Centive
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Contact Information
us****@****om
(386) 825-5501
Location
Soweto, Gauteng, South Africa, ZA

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Credentials

  • EF SET Certificate
    EF Standard English Test (EF SET)
    Jan, 2023
    - Oct, 2024

Experience

  • E-Centive
    • South Africa
    • Support Agent
      • Jun 2023 - Present

       Answering inbound calls courteously and resolve customer’s queries.  Verifying user information received accurately and timeously.  Responding to customer enquiries/tickets.  Providing personalized customer service by responding to the needs of the customers.  Ensuring relevant feedback is given to management to further improve the customer services.  Recognizing documents and alerting the management team of trends in customer calls and support tickets.  Managing and maintaining customer database.  Coordinating with the courier team to send products or provide services on time to customers.  Compiling and circulating reports as required.  Meeting targets in terms of quality of conversations and resolution of queries.  Building customer loyalty by following up on customer calls.  Evaluating problems of the customers and provide solutions.  Performing related duties as assigned by supervisor/superior.  Maintaining compliance with all company policies and procedures. Show less

  • Envestpro
    • Financial Services
    • 1 - 100 Employee
    • Financial Advisor
      • Jul 2022 - Aug 2022

      • Providing financial planning support to clients. • Supporting investment professionals to cultivate client relationships. • Preparing financial plans and check their accuracy. • Delivering Personalised investment solutions to help clients work toward their long-term financial goals. • Providing financial planning support to clients. • Supporting investment professionals to cultivate client relationships. • Preparing financial plans and check their accuracy. • Delivering Personalised investment solutions to help clients work toward their long-term financial goals.

  • National Treasury of South Africa
    • Government Administration
    • 700 & Above Employee
    • Customer Service Representative
      • May 2018 - Sep 2021

      - Keeping and maintaining a clean and healthy work environment. - Managing and taking full accountability for all customer interactions. - Performing walk-in control duties, such as checking visitor register, assisting and directing visitors, making announcements and liaising with security personnel. - Serving as primary contact via incoming calls, outgoing calls and emails, between the customer and the company as well as various business partners. - Identifying customer’s needs, clarifying information, researching every issue and providing solutions and/or alternatives. - Providing real-time first contact resolution, as well as post- registration support by covering different topics - Troubleshooting and resolving customer issues and complaints with the utmost care and respect by listening to their problems and negotiating a satisfactory resolution. - Performing high level of accurate data entry ensuring credible content. - Making outbound calls to follow up on delayed resolutions. - Keeping equipment operational by following established procedures; reporting malfunctions. - Running daily reports for individual and performance awareness. - Handling all inquiries professionally and efficiently as possible - Working well as part of a team. - Participating in staff meetings and collaboration sessions with management to exchange ideas and continually examine opportunities for quality improvements and adherence. - Logging all escalations to technical support and interacting with the technical support team to successfully complete customer escalations. - Full compliance to applicable legislation, laws, regulations and circulars affecting Treasury. Show less

  • Merchants
    • South Africa
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Call Centre Agent and Team Coach
      • Dec 2016 - May 2018

      - Assist clients with prepaid queries, network and handset related. - Assist clients setting up email and GPRS accounts. - Adhere to client standards and call Centre guidelines. - Educate and explain new products to clients. - Log escalations to CIC. - Provide clients with accurate information. - Troubleshooting client related queries. - Setting targets for agents. - Measuring the performance of agents. - Offering guidance and feedback. - Helping to optimize procedures. - Ensuring agents adhere to company policy. - Updating and preparing performance reports. - Support an improvement in customer satisfaction. - Identify development needs and motivating agents. - Manage flow of day-to-day operations. - Create reports to update the company on the team’s progress. - Distribute reports to the appropriate personnel. - Assessing of calls. - Creating manual time sheets. - Discover training needs and provide coaching. Show less

  • Edcon
    • South Africa
    • Retail
    • 700 & Above Employee
    • Credit Associate, Head Cashier and Supervisor
      • Dec 2014 - Oct 2016

      - Cash exchanges and refunds - Account exchanges and refunds - Authorising of exchanges and refunds(Supervisor override) - Assisting with claims and dispute queries - Assisting with opening and closing of accounts and financial services - Logging and escalating calls - Queue management - Store banking(head cashier and pick-up banking) - Authorising of store banking and pick-up banking - Counting of store float - Counting of service centre operator floats - Issuing of floats to service centre operators - Filing Show less

Education

  • IIE Rosebank College
    certificate, construction and engineering drafting
    2014 - 2014

Community

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