ntokozo M.
Customer Experience Specialisit
Actively lookingNew to PlatformAbout
Ntokozo M. brings verified experience in the retail and customer service sectors, having served as a Sales Assistant at Rage Distributor and as a Call Centre Agent at Merchants. In retail, Ntokozo was responsible for building customer relationships, identifying new sales opportunities, presenting products, and executing administrative duties while meeting sales targets. Within the call center industry, Ntokozo handled inbound calls, resolved customer issues and complaints, documented interaction details, and focused on achieving performance metrics and customer satisfaction.Dedicated and results-driven Customer Service Professional with a comprehensive background in inbound contact center operations and high-level client support. I possess a refined skill set in strategic communication, complex problem-solving, and empathetic conflict resolution, with a proven track record of managing high-volume workflows while maintaining rigorous service standards. Supported by formal education from Central Johannesburg College in Electrical Engineering, Ntokozo applies technical troubleshooting, system operations support, and hardware and software issue resolution across professional roles. Fluent in English, Isizulu, and Sesotho, Ntokozo demonstrates strong data entry and problem-solving abilities in client-focused environments.
Experience
Call Centre Agent
Merchants · 2025 — 2025• Managed inbound calls by providing accurate information and resolving customer issues and complaints • Documented call details, maintained customer satisfaction, and collaborated with team members to meet performance metrics. • Answer customer calls promptly and professionally, serving as the first point of contact. • Offer clear, accurate details about company products, services, policies, or procedures. • Address issues effectively, troubleshoot problems, and provide solutions to ensure customer satisfaction. • Forward unresolved or technical problems to supervisors or specialized departments when necessary. • Record call details, customer interactions, and resolutions in CRM or call centre software for tracking and analysis.Sales Assistant
Rage Distributors · 2023 — 2024•Greeting customers and identifying their needs through active listening and open-ended questions. • Focused on building and maintaining relationships with customers, while also identifying and pursuing new sales opportunities. • Responsible for presenting products or services, meeting sales targets, providing product information, and handling administrative tasks. •Maintaining high standards of visual merchandising by organizing displays, folding garments, or arranging products according to planograms. •Communicating effectively with management and colleagues to meet daily, weekly, and monthly sales targets. •Encouraging customers to join loyalty programs or mailing lists to support long-term marketing efforts.Customer service Collector
Maxlaw Credit Legal · 2023 — 2024Contacting customers to discuss outstanding debts. • Meeting collection targets and perform matrix. • Negotiating payment plans and settlements. • Outdating customers account with payment information. • Resolving disputes and addressing customer concerns. • Executed outbound and inbound calls to engage with customers regarding outstanding balance. • Negotiated favourable payment plans to facilitate debt resolution . • Maintained meticulous and accurate records of all collection activities. • Ensured strict adherence to all legal and regulatory compliance . • Consistenly met and exceeded eswtablished collection targets.
Skills & Expertise
Education
- Electrical Engineering Nated 4 certificateCentral Johannesburg college · 2024 — 2025
- MatriculationSunrise Secondary School · 2018 — 2022
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