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Customer Service Support Specialist

Location:
Johannesburg, Gauteng, South Africa
Posted:
June 06, 2025

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Resume:

Nomcebo Toni Nxumalo

Nomcebo Toni Nxumalo

Date of Birth: 07 July 1996

ID Number: 960**********

Nationality: South African

Gender: Female

Home Language: isiZulu

Other Languages: English, Sesotho

Driver's License: Code 08

Own Transport: Yes

Contact Details

Cell: 072-***-****

Email: ***************@*****.***

Address: E004 Jabulani Views, Matjhabeng Road, Jabulani, Soweto, 1868

Professional Summary

Client-focused support professional with a National Diploma in Retail Business Management and proven experience in customer service,and complaint resolution. Skilled in delivering first-contact resolution, providing on boarding guidance, and fostering long-term client satisfaction. Known for exceeding service standards, utilizing digital tools, and collaborating across departments to drive effective client service outcomes.

Core Competencies:

First-call resolution and case ownership

Client on boarding and digital self-service support

Complaint handling and escalation follow-through

Cross-functional collaboration and internal escalation

CRM and case management tools proficiency

Time management and SLA adherence

Relationship building and stakeholder engagement

Multilingual communication (isiZulu, English, Sesotho)

Work Experience

Customer Support Specialist

Solmate Feb 2024 – Nov 2024

Delivered responsive service through calls and digital platforms to resolve on boarding and payment issues

Documented interactions in CRM for traceability and escalated unresolved issues with full context

Supported clients with digital navigation, enhancing adoption of platform self-service features

Partnered with internal teams to expedite resolutions and ensure client satisfaction

Inbound Call Centre Agent

MiWay Insurance Oct 2022 – Feb 2024

Handled a high volume of client interactions, focusing on solving queries efficiently within SLA targets

Resolved policy-related issues and provided product guidance to enhance service utilization

Captured and maintained complete records of client interactions and escalations

Contributed to client retention and up selling efforts by providing trusted, informed advice

Office Administrator & Acting Personal Assistant

Known Associates Sep 2020 – Feb 2022

Supported client- and executive-facing operations including meeting coordination and communications

First point of contact for stakeholder and client queries, handling escalations with tact and speed

Managed internal documentation, filing systems, and call routing with accuracy and professionalism

Coordinated team activities, ensured information flow, and supported event logistics

Promoter

KAN Communications Aug 2015 – Apr 2017

Engaged customers in product demonstrations, providing clear and compelling service value

Built trust and promoted brand awareness through interactive client engagements

Education

National Diploma in Retail Business Management

University of Johannesburg 2016 – 2019

Major subjects: Business Management, Retail Management

TEFL Certificate (Teaching English as a Foreign Language)

2024

High School: Parklands High School 2009 – 2013



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