Customer Service Call Centre
Resume:
thembekilechonco**@ gmail.com
Crescent Centurion, Gauteng
EXPERIENCE
Management Assistant (N5) - Coastal College (2009) Grade 12 (Matric) - Tongaat secondary school (2007) Other Certificates:
Call Centre Customer Service Certificate - Cornerstone call centre Academy (2008) THEMBEKILE
CHONCO
Customer Service Professional
PROFILE
Highly skilled Customer Service professional with experience in resolving complex customer inquiries, managing customer complaints, and promoting product services. Passionate about delivering exceptional customer service and fostering positive relationships with customers. Skilled in liaising with internal teams and external partners such as engineers, repairers, rental providers, and total loss teams to ensure efficient resolution of claims. Adept at handling high-volume inbound communications across phone, email, and live chat while maintaining empathy, professionalism, and clear communication. Committed to delivering seamless customer experiences and accurate claims outcomes in fast-paced environments.
SKILLS & KNOWLEDGE
• MS Office (Word, Excel,
Outlook)
• Claims assessment
• Investigation techniques
• Negotiation skills
• Data analysis
• Regulatory compliance
• Risk management
• Documentation skills
• Problem solving
• Exceptional customer service
• Problem-solving and complaint
resolution
• Team collaboration and
coordination
• Product upselling
• Efficient handling of high
volume inquiries
• Policy development and
implementation
• Complaint resolution
• Attention to detail
• Handling pressure and
tolerating stress
EDUCATION
Claim Handler - OUTsurance (Nov 2019 – Feb 2025)
• Accurately logging new claims and ensuring timely initiation of the claims process
• Providing regular updates to customers on the progress of their claims, delivering empathetic and efficient support throughout the process
• Assessing circumstances of incidents to determine liability, gathering relevant information and evidence
• Coordinating with internal and external teams including: o Repair teams to ensure timely assessment and repair of vehicles o Rental car companies to arrange alternative transportation for customers
o Accommodation services for customers requiring temporary lodging due to vehicle loss or damage
o Total loss team for seamless handling of write-off claims and settlement processes
Claim Customer Service – Karu SA (Nov 2017 – Oct 2019)
• Delivered frontline customer service, handling a wide range of energy-related queries
• Checked and monitored customers’ electricity and gas supply status
• Informed customers of power outages and provided updates on resolution times
• Assisted with topping up prepayment gas and electricity meters
• Handled billing queries, account adjustments, and payment support with accuracy and empathy
• Logged new motor claims and provided First Notification of Loss support
• Investigated liability by gathering relevant details from customers, third parties, and engineers
• Liaised with engineers to assess vehicle damage and repair timelines
• Worked with the total loss team to support customers whose vehicles were written off
• Provided regular updates to customers, ensuring clear communication throughout the claims process
Claim Customer Service – CCI (Jan 2010 – Oct 2017)
• Provided exceptional customer service via inbound calls, live chat, and email, supporting customers throughout their policy and claims journey
• Handled policy servicing including upgrades, billing inquiries, and updates to customer details
• Educated customers on policy coverage, terms, and benefits to ensure clear understanding and proper coverage
• Logged First Notification of Loss and initiated claims processing in a timely and accurate manner
• Investigated and validated claims, gathering key information to determine liability
• Acted as a central liaison, coordinating with engineers, body shops, rental car providers, and the total loss team to ensure smooth handling of each claim
• Maintained regular communication with customers, providing clear and compassionate updates on claim progress
REFERENCES
Available upon request
Contact this candidate