Customer Experience Agent

Findojobs South Africa; Oos-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A customer-focused company in East London or Port Elizabeth is seeking a Customer Experience Agent to enhance relationships between the business and clients. The role includes handling customer queries, analyzing NPS, and ensuring customer retention. Ideal candidates should have Grade 12, strong customer relation skills, and be proficient in both English and Afrikaans. Monthly salary is R9,891, with potential for permanent employment.

Qualifications

• Minimum of 6-months Customer Service experience.
• Ability to adapt and learn quickly.
• Resilience and team player mentality.

Responsibilities

• Analyze and report on monthly NPS.
• Handle customer queries directed at customer care.
• Proactive retention of detracting customers.
• Contact customers to handle cancellations.

Skills

Customer relation skills

Proficiency in Microsoft Office

Strong communication skills

Ability to work in a team

Proficient in English and Afrikaans

Education

Grade 12

Job description

CUSTOMER EXPERIENCE AGENT / EAST LONDON or PORT ELIZABETH – This is a contract position, with possibility of becoming permanent. The Customer Experience 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.

Minimum requirements :

Grade 12

Highly proficient in Microsoft office, excel, word, outlook

Strong Customer relation skills

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.

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.

Analyzing customer needs and upselling of new packages / products.

Execution of Special projects, Enigma ready, customer database clean-ups.

Handling all customer queries directed at customer care.

High level monitoring of tickets, send to relevant department HOD for immediate attention.

Proactive retention on detracting customers.

Handling all upgrades and downgrades.

Salary – R9,891.00 per month

Application Process : Online applications will receive preference, alternative e -mail CV with a recent head and shoulder photo to [e-mail] , ensure you use " CEAGENT. " as a reference in the subject field. Please deem your application as unsuccessful if you receive no feedback after 3 weeks