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Zoe M. — Mid-Level BPO Customer Service Agent from South Africa

Zoe M.

Mid-Level BPO Customer Service Agent

South Africa 6+ years
Open to offersNew to Platform
Languages
EnglishAfrikaans
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About

Zoe M. is an experienced professional in the inbound and BPO customer service industry, bringing 10 years of expertise to international environments. As a Customer Service Agent at Nutun (CBA) in Sandton since 2022, Zoe manages Australian campaign tasks using omni-channel platforms, serving as the first contact for clients via telephone, mail, email, and messaging apps. Her role encompasses educating clients on product offerings, adhering to operational procedures, and promptly escalating and resolving queries. Previously, she served as a Customer Service Banker at FNB in Ferndale from 2015 to 2022, supporting transaction requests and assisting with loan and credit card applications. Zoe’s background includes advanced knowledge of banking products, data entry, and time management, complemented by a Generic Banking Qualification (NQF 5) and ongoing studies in Human Resource Administration.

Experience

  • BPO International Customer Service Agent

    Nutun (CBA) · 2022 — Present
    Managed tasks for the Australian campaign through omni-channel platforms, interacting directly with clients via telephone, email, messaging apps, and mail. Provided training to enhance client service and operational performance, ensuring adherence to standard operating procedures. Informed clients about product offerings while facilitating business growth. Handled escalated queries promptly in accordance with protocols and identified potential errors affecting client experience, addressing them effectively. Adapted to flexible shift schedules.

  • Customer Service Banker

    FNB · 2015 — 2022
    Trained to respond to inquiries through email, calls, chat, serving as the first point of interaction for clients. Processed clients’ Transactional Banking requests and queries in a timely manner. Assisted existing bank clients with applications for new loans and credit cards, ensuring efficient service delivery at all times to promote the bank’s services. Possessed intermediate to advanced knowledge of banking products, systems, and applications, supported by professional training and relevant qualifications.

Skills & Expertise

Customer ServiceBootstrap DeveloperCustomer Service Representative

Education

  • NQF 5
    Chartall Business College · 2019 — 2020
  • MATRIC
    Kliptown Secondary High · 2007 — 2012

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