Customer Care Agent - Tzaneen, South Africa - Herotel

Herotel

Verified Company

Tzaneen, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Applications are invited for the
Customer Care Agent position to be based in Tzaneen.

PURPOSE OF THE ROLE:

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.

Key Performance Areas would include, but are not limited to:

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.
Upselling of existing customers to our Herotel packages, analyzing customer needs and suggesting new packages.
Execution of Special projects, Enigma ready, customer database cleanups.
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 6months 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.