Customer Recovery Agent

Herotel Sonic; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A customer-centric telecommunications company in Tembisa is seeking a Customer Recovery Agent to strengthen relationships with customers and enhance satisfaction. The role involves analyzing customer feedback, managing queries, and upselling options to meet customer needs. Candidates should have at least 6 months in Customer Service, alongside strong communication skills in both English and Afrikaans. This position aims to build emotionally connected experiences between the brand and its clients.

Qualifications

• At least 6 months of experience in Customer Service.
• Ability to work effectively within a team.
• Proficient in English and Afrikaans, both written and spoken.
• Strong communication skills and clear expression.

Responsibilities

• Analyze and report on customer feedback and satisfaction metrics.
• Handle customer cancellations and queries with care.
• Upsell existing customers to new service packages.
• Monitor and manage customer tickets for prompt resolution.
• Proactively retain customers at risk of leaving.

Skills

Customer Service experience

Team collaboration

Bilingual in English and Afrikaans

Strong communication skills

Adaptability and resilience

Education

Grade 12

Job description

Applications are invited for the Customer Recovery Agent position to be based in Tembisa.

Purpose Of The Role

The Customer Recovery 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

• 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.

The Successful Candidate Must Have The Following Experience/skills

• 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.

Education Requirements

• Grade 12 is required.

Please Note

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.