Herotel: Customer Care Agent

Company Herotel
Reference # Customer Care Agent-Pretoria
Published 14/10/2021
Contract Type Permanent
Location Pretoria, Gauteng, South Africa
The Customer Care Agent will be the facilitator of the relationships between the business and the client, building an emotional connection with the brand and their customers, achieving customer centricity. Answering customer questions and addressing concerns. Problem solving and solutions. Data analysis, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.
Job Functions Client Services
Industries Telecommunications
• Analyzing and reporting on monthly NPS, contacting detractors, and building reports.
• Analyzing and reporting on Operational NPS, contacting detractors, and building reports.
• Handling all cancellations, making contact with customers ensure proper process is followed.
• Up-selling of existing customers to our Herotel packages, analyzing customer needs and suggesting new packages.
• Execution of Special projects, Enigma ready, customer database clean-ups.
• Handling all customer queries directed at customer care.
• Incoming customers complaints (not linked to any other department).
• High level monitoring of tickets, send to relevant department HOD for immediate attention.
• Proactive retention on detracting customers.
• Handling all upgrades and downgrades.
• At least a minimum of 6-months Customer Service experience.
• Ability to work in a team.
• Must be a team player.
• Proficient in both English and Afrikaans.
• Strong communications skills, ability to communicate clearly, both written and verbal.
• The ideal candidate will need to be adaptable, a fast learner, and resilient in nature.
Job Closing Date 28/10/2021