Linda Z.
Mid-Level E-Commerce Customer Support Specialist
Open to offersNew to PlatformAbout
Linda Z. is a seasoned Customer Service Specialist based in Durban with proven experience across e-commerce, online retail, telecommunications, and consumer electronics sectors. At Paleovalley, Linda managed high-volume customer interactions using tools such as Shopify, HelpScout, and Richpanel, excelling in email and live chat support, order management, and social media moderation. Previously, at Concentrix-SiriusXM, Linda maintained a top 10 agent ranking, boosted sales value by 25% through targeted upselling, and consistently achieved a customer satisfaction rate of 97%. With Webhelp-Currys UK, Linda specialized in troubleshooting technical issues and order assistance for a leading electronics retailer, earning a 98% customer satisfaction rating. Earlier at CCI South Africa for Metro by T-Mobile, Linda efficiently resolved high volumes of technical inquiries while upholding a 97% accuracy rate in data entry and customer records.
Experience
Customer Service Specialist
Paleovalley · 2024 — PresentManaged 100–200 customer emails daily, while also addressing live chat inquiries, delivering high-quality service. Maintained customer satisfaction by resolving issues promptly and courteously. Collaborated with the warehouse team for accurate and efficient order management. Enhanced customer experience by creating 'surprise and delight' moments. Moderated interactions on Facebook and Instagram, professionally responding to customer comments and messages. Shared customer feedback with marketing and product teams, contributing to process improvements. Kept updated with product knowledge and industry trends to provide accurate customer information. Actively participated in refining support processes to boost service quality.Customer Account Executive
Concentrix- SiriusXm · 2023 — 2024Handled a significant number of incoming calls, addressing customer complaints while offering effective solutions. Delivered personalized assistance via live chat and social media, achieving a high customer satisfaction rating. Recognized opportunities for upselling and cross-selling, thus increasing service value. Exceeded performance targets in sales volume and customer satisfaction.Customer Service Representative
Webhelp- Currys UK · 2021 — 2023Provided outstanding customer service, managing an average of 40 inquiries per day through phone and email. Assisted with troubleshooting technical issues, leading to a reduction in escalations. Supported customers in placing orders, tracking shipments, and resolving payment challenges. Achieved a high sales conversion rate within the customer service team.Customer Service Representative
CCI South Africa- Metro by T-Mobile · 2019 — 2021Effectively managed an average of 80 customer inquiries and complaints daily, maintaining a high customer satisfaction rate. Provided solutions for customer complaints within 24 hours, ensuring follow-up for resolution. Resolved technical issues related to network coverage efficiently, achieving a quick resolution rate. Ensured accurate data entry and customer record maintenance, supporting precise business information.
Skills & Expertise
Education
- Bachelor of AccountingUNISA · 2021 — Present
- Senior Certificate-MatricNational · 2012 — 2012
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