Customer Care Agent

Herotel Telecoms (Pty) Ltd; Pretoria; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading company in the telecommunications sector is seeking a Customer Care Agent in Pretoria. The role involves facilitating customer relationships, resolving queries, and collaborating with sales and operations teams to enhance service delivery. Candidates should possess strong communication skills and a Grade 12 qualification, with a preference for those with customer service experience.

Qualifications

• Minimum 6 months customer service experience.
• Proficient in English and Afrikaans.
• Strong communication skills, both written and verbal.

Responsibilities

• Answering customer questions and addressing concerns.
• Managing the process of ordering off-net connections.
• Upselling existing customers to Herotel Business packages.

Skills

Communication

Teamwork

Problem Solving

Data Analysis

Customer Service

Education

Grade 12 qualification

Job description

Applications are invited for the Customer Care Agent position based in Pretoria.

About the Role:

The Customer Care Agent facilitates relationships between the business and clients, building emotional connections with the brand and customers, and achieving customer centricity. Responsibilities include answering customer questions, addressing concerns, problem solving, data analysis, preparing correspondence, and fulfilling customer needs to ensure satisfaction. The role also involves managing the process of ordering off-net connections for Herotel Business clients, collaborating with sales and operations teams to deliver services.

Key Performance Areas:

1. Analyzing and reporting on monthly NPS, contacting detractors, and building reports.
2. Processing cancellations and ensuring proper procedures are followed.
3. Upselling existing customers to Herotel Business packages based on needs analysis.
4. Executing special projects and customer database clean-ups.
5. Handling all customer queries and complaints.
6. Monitoring tickets and escalating issues to relevant departments.
7. Proactively retaining detracting customers.
8. Managing upgrades and downgrades.
9. Verifying quotes from suppliers against the price book.
10. Getting quotes signed and sending them to suppliers.
11. Placing orders for wireless links and fibre.
12. Arranging and confirming installations, communicating delays or issues.
13. Liaising between admin and installation teams.
14. Reporting and recording installations, confirming VLAN/IPAM details.
15. Uploading documentation to portals and updating spreadsheets.

Key Outputs:

1. Submitting monthly NPS reports within 3 days of month-end.
2. Contact all detractors within 5 days of survey.
3. Resolve 95% of customer queries within SLA (24–48 hours).
4. Acknowledge all complaints within 1 business day.
5. Resolve 90% of complaints within 3 business days.
6. Maintain monthly complaint tracking and root cause analysis.

Candidate Requirements:

• Minimum 6 months customer service experience.
• Ability to work well in a team and be a team player.
• Proficient in English and Afrikaans.
• Strong communication skills, both written and verbal.
• Adaptable, quick learner, resilient.

Education:

• Grade 12 qualification required.

Additional Notes:

• Preference given to Previously Disadvantaged Individuals in line with Herotel’s Employment Equity Plan.
• Submission of CV implies consent for data processing as per Privacy Policy.
• If no feedback is received within 4 weeks, consider the application unsuccessful.