Summary
Overview
Work History
Education
Skills
Websites
Awards
CRM TOOLS
Additional Information
Timeline
Generic

Simbisai Mutsetsa

Customer Service Advisor
Kuala Lumpur

Summary

Dynamic professional with extensive experience in customer service and retail management, skilled in cultivating loyal relationships and driving sales in competitive environments. Proven problem-solving abilities and a steadfast commitment to customer satisfaction and business success contribute significantly to organizational growth. Thrives in fast-paced, target-driven settings, demonstrating flexibility, resilience, and adaptability honed through a current role as a technical support advisor. A strategic asset poised to make a meaningful impact in any business landscape.

Overview

7
7
years of professional experience

Work History

Customer Service Advisor

Concentrix Malaysia
07.2023 - Current
  • Effectively handle and address inbound customer inquiries across multiple platforms, such as live chat, email, and phone.
  • Uphold detailed records of internal notes and customer interactions in Salesforce, optimizing accuracy and effectiveness.
  • Initiate identification of opportunities to elevate customer satisfaction.
  • Engage effectively with internal cross-functional teams to promptly resolve customer inquiries and ensure superior service standards.
  • Consistently achieve a customer satisfaction rating of over 95% by proficiently addressing and resolving inbound customer inquiries, resulting in increased customer loyalty and retention.
  • Offer recommendations regarding frequent customer concerns to optimize service and processes.
  • Facilitate products returns for customers
  • Adhere to service standards to meet Quality Assurance and response time objectives.
  • Manage escalated issues, collaborating with internal teams to provide resolutions.

Retail Store Manager

Edgars Stores, Zimbabwe
08.2018 - 07.2023
  • Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Actively recognized opportunities to enrich customer experience, fostering conversion of dissatisfied customers into loyal advocates.
  • Championed cash management and administration practices resulting in improved operational efficiency, accuracy, and accountability.
  • Maintained exceptional standards in merchandising and housekeeping to enhances customer shopping experience and drives sales.
  • Strategically analyzed business trends for staff scheduling.
  • Prepared comprehensive reports detailing key KPIs such as sales figures, customer demographics, inventory turnover rate and stock levels.
  • Set budgets and targets for improved performance of staff.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
  • Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
  • Assisted with hiring, training and mentoring new staff members.

Education

MBA - MBA General

Midlands State University
Zimbabwe
04.2001 -

Retail management

Chinhoyi University of Technology
12.2017

Skills

  • Live chat support
  • CRM software
  • Microsoft Office
  • Client relations
  • Reliable time management
  • Retail store support
  • Stock management
  • Client relationship management
  • Strong interpersonal skills
  • Strong written communication
  • Efficient task management
  • Adaptability
  • Analytical
  • Creativity
  • Energetic
  • Attention to detail

Websites

Awards

Net Promoter Score 2025, The Net Promoter Score is an award given for getting the highest score in customer satisfaction and is awarded monthly and have had an opportunity to get one.

CRM TOOLS

  • Salesforce
  • Zendesk
  • Orion
  • SAP

Additional Information

Holder of Certificate in Retail Management Training with Edgars Zimbabwe

Timeline

Customer Service Advisor

Concentrix Malaysia
07.2023 - Current

Retail Store Manager

Edgars Stores, Zimbabwe
08.2018 - 07.2023

MBA - MBA General

Midlands State University
04.2001 -

Retail management

Chinhoyi University of Technology

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Simbisai MutsetsaCustomer Service Advisor