Wandile P.
Senior Customer Service Representative
Open to offersNew to PlatformAbout
Wandile M. is an accomplished Customer Service Representative with over 5 years of experience in delivering exceptional support through phone, email, and live chat channels. With a strong presence in the retail and consumer services industries in South Africa, he has consistently maintained high customer satisfaction ratings through efficient issue resolution and process improvement. During his tenure as a Senior Customer Service Representative at Makro, he managed inbound inquiries and achieved a 98% customer satisfaction score, while mentoring team members and collaborating with product and logistics teams to enhance service delivery. At Mr Price, Wandile was instrumental in handling technical support and billing, earning recognition as "CSR of the Month" for his service excellence. His expertise spans CRM tools like Salesforce and Zendesk, conflict resolution, and multitasking, complemented by a bilingual proficiency in English and Spanish.
Experience
Senior Customer Service Representative
Makro · 2021 — 2026Managed inbound customer inquiries through phone, chat, and email, successfully resolving 95% of issues on first contact. Provided mentorship and training to 8 new team members regarding best practices and internal systems. Achieved a consistent 98% customer satisfaction score over the past year. Collaborated with product and logistics teams to address delivery delays, leading to a 20% reduction in complaint calls. Assisted in the implementation of a new FAQ system that lowered repetitive inquiries by 15%.Customer Service Representative
Mr Price · 2018 — 2021Managed billing, service setup, and technical support for over 60 customers daily. Addressed customer complaints related to service outages, resulting in a 25% decrease in escalation rates. Received recognition as 'CSR of the Month' four times for exemplary service and efficiency in issue resolution. Processed service credits and adjustments with complete accuracy.Customer Service Assistant (Part-Time)
Sneakers Edition · 2016 — 2018Provided in-person assistance at the customer service desk, managing returns, exchanges, and inquiries. Supported the management of the store's loyalty program.
Skills & Expertise
Education
- Computer SkillsAvuxeni computer college · — — 2016
- National senior certificateKhumbula High School · — — 2015
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