Mzimela - Call Center Worker - Johannesburg, GP, South Africa

Nkosinathi Mzimela

Johannesburg, GP, South Africa


Call Center Worker

Work History

Cellc Change Champion Forum Representative

• To promote interactive dialogue i.e. a platform for employees and management to engage each other pro-actively;
• Promoting the interests of all employees;
• Enhancing joint decision making i.e. participation in consultative and consensus seeking processes;
• Promote harmonious employment relations throughout, inter alia fair, impartial and consistent treatment of all staff, including the provision of equitable working conditions;
• Creating a platform to give effect to BU specific resolutions and to ensure the implementation of such resolutions locally and nationally (if applicable);
• Fostering a spirit of co-operation, understanding, mutual respect;
• Enhance workplace efficiency;
• Aim to reduce absenteeism rate;
• Support and enhance the overall values of the business

Merchants Staff forum Representative

Cell C 140 Call Centre Westville

From October 2005


o Assist and deal

Technical & Data Support Helpdesk

(2005 - to date)
* To provide support with specialized queries relating to various devices and technologies through all Customer contact channels i.e.
telephonically, e mail, written, and Internet
* To render support in the mobile data arena for Cellc in an efficient, effective and professional manner which constantly meets and exceed the specific performance standards, KPI's and service levels at all times
* To conduct extensive trouble-shooting and solutions associated with escalated technical queries around these interfaces, devices and technologies, i.e. blackberry, iPhone, android OS, apple OS, etc.
* To provide high level support on escalated faults relating to the network GSM, GPRS, MMS, EDGE, DATA, 3G, & LTE
* Handset configuration and synchronisation
* Data billing interpretation
* Setup Computer Laptop and PDA Operating Systems, using mobile Data card, USB modem and handset, routers to connect to the internet
* To guide Call Centre Consultants and Customers to set-up various devices with the appropriate settings to enable the use of various devices and technologies whilst speaking to them telephonically and via e-mail
* To liaise with the networks HP Service Support desk, NMC, Call centres, corporate desk, and other divisions on a daily basis
* Create technical training manuals, troubleshooting guides and provide up-skilling and refresher trainings to the new and existing staff as well as the external service providers and franchise stores
* Doing admin work for the team including filing and writing minutes of the meeting.
* Acting Team leader of the team on my supervisor's absence, and on management's request. Preforming the following duties:- o Coaching and mentoring staff,
o Assist and deal with irate customers from staff,
o Updating the staff and following up on daily challenges affecting the team's performance
o Monitoring staff with regards to their scheduling adherence
o Listening to agent's calls and making sure that the agents follow company...

Customer Service Executive

Cell C

Answer phones and respond to customer requests. Provide customers with product and service information. Up-sell products and services. Identify, research, and resolve customer issues using the computer system. Follow-up on customer inquiries not immediately resolved. Billing interpretation, Products and Services Support, VAS (Value Added Service) Activations, Chat (prepaid and postpaid), Dispatch of escalations. Recognize, document and alert the supervisor of trends in customer calls. Ensure high level customer satisfaction through first call resolution. Second in charge of the team on my team leader's absence and other duties as assigned.

Permanent Position (2005 - Till date)
One month

Internal Training
Certificates of Competency
* Negotiation Skills
* You and Your customer

Customer Care Consultant, Administrator, & Dispatch

Umgeni Business Park

July 2002 - July 2003

* Frontline customer service agent
* Assisting customers with their handset queries
* Allocating handset to technicians
* Explaining handset fault reports and quotations from technicians
* Ordering and booking in of handset accessories
* Daily cash-up
* Stocktaking
* Administrative duties (Updating and invoicing)
* Switchboard (when required)

One year contract

Previous Work Experience

Reason for leaving

Graduation Assistant

Technikon Natal, Public Relations Department

February 2002 - May 2002

* Assist with the organisation of the Graduation Ceremonies - all aspects
* Deal with graduates, parents, VIP's and staff member on graduation issues
* Administrative duties
* Switchboard, attending incoming call and recording messages
* Typing on WordPerfect 9
* Liaison between all internal personnel and external suppliers
* Distribution of packed invitation packs and entry cards to graduates
End of contract

Qualifications & Certifications


(Matric) Sastri College

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