Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Benedict Sithole

Warsaw

Summary

Seasoned Customer Associate with 5 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.

Overview

7
7
years of professional experience

Work History

Contact Center Associate

Viking Cloud
10.2023 - Current
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Approved and terminated customer contracts upon request.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Associate

CecServices
05.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled billing and payment issues following guidelines, resolving disputes properly.

Technical Support Specialist

Sitel (Oura Ring)
09.2021 - 03.2022
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Customer Service Specialist

Porowneo.pl
11.2019 - 09.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.

Technical Support Specialist

Econet Zimbabwe
01.2017 - 09.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Documented support interactions for future reference.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Recorded and maintained relevant notes for each client and work order.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and quickly troubleshot errors.

Education

Marketing -

Midlands State University
Gweru Zimbabwe
09.2019

Business Management -

Vincent Pol University
Lublin Poland

Skills

  • Exceptional Communicator
  • Google Sheets
  • Trained in Salesforce
  • Call Volume and Quality Metrics
  • MS Office Proficiency
  • Livechat Messaging
  • Software Troubleshooting
  • Billing Adjustments and Refunds
  • Complaint Escalation
  • Customer Service and Assistance
  • Quality Assurance
  • Inbound and Outbound Calling
  • Sales Quota Achievement

Languages

English
Bilingual or Proficient (C2)
Zulu
Bilingual or Proficient (C2)

Timeline

Contact Center Associate

Viking Cloud
10.2023 - Current

Customer Service Associate

CecServices
05.2022 - Current

Technical Support Specialist

Sitel (Oura Ring)
09.2021 - 03.2022

Customer Service Specialist

Porowneo.pl
11.2019 - 09.2021

Technical Support Specialist

Econet Zimbabwe
01.2017 - 09.2019

Marketing -

Midlands State University

Business Management -

Vincent Pol University

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Benedict Sithole