THANDO OLIPHANT
Digital Customer Care Consultant
Oliphant.thando.bonga@gmail.com, 1868, Johannesburg, ZA.About
Highly accomplished Customer Care Specialist with over 3 years of experience, expertly delivering exceptional service in digital environments and remote settings. Proven success in resolving complex customer issues via live chat and CRM systems, consistently achieving high first-contact resolution rates and maintaining a 90%+ customer satisfaction. Adept at leveraging technology and strong digital communication skills to contribute effectively to remote teams across diverse time zones.
Work
Remote
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Summary
Led digital customer care operations remotely, resolving complex inquiries and collaborating with technical teams to ensure seamless service delivery and high customer satisfaction.
Highlights
Resolved an average of 200+ customer queries weekly through Freshchat live chat, consistently achieving a rapid 15-second average first response time and a 20-minute resolution.
Managed a high-volume influx of live chat inquiries with professionalism and empathy, ensuring high-quality customer interactions.
Streamlined problem resolution by collaborating cross-functionally with technical support teams to effectively address and resolve escalated customer issues.
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Summary
Provided comprehensive digital customer support, managing interactions and ensuring high satisfaction through accurate information delivery and efficient issue resolution.
Highlights
Achieved and consistently maintained a 90%+ customer satisfaction rating, exceeding internal KPIs through proactive and effective issue resolution.
Met and surpassed all performance targets for resolution time and overall customer satisfaction, demonstrating consistent high-quality service delivery.
Ensured meticulous logging of all customer interactions within Freshchat CRM, contributing to accurate data for service improvement and historical tracking.
Provided timely and clear product and service information, empowering customers with comprehensive details for informed decision-making.
Languages
English
Zulu
Skills
Customer Service & Support
Conflict Resolution, Empathy, Customer Relationship Management (CRM) Software, Freshchat, Ticketing Tools, Customer Satisfaction.
Remote Work & Collaboration
Self-Motivation, Independence, Adaptability, Global Customer Expectations, Remote Collaboration, Google Workspace, Microsoft Teams, Digital Communication, Email Etiquette.
Communication & Professionalism
Effective Communication, Attention to Detail, Teamwork, Professionalism.
Operational Efficiency
Time Management, Process Improvement, Problem-Solving.
References
Esethu Lungu
Team Leader - Digital Solution Group, Phone: +27 714612925, Email: esethu.lungu@multichoic.co.za
Khuluwa Cewu
Team Leader - Afrizan People Intelligence, Phone: +27 790808895, Email: khuluwa.cewu@mulirchoice.co.za