Customer Recovery Agent

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

Job summary

A telecom service provider in Klerksdorp is seeking a Customer Recovery Agent to facilitate relationships with clients, analyze customer satisfaction data, and handle inquiries. The successful candidate must have at least 6 months of customer service experience, be proficient in English and Afrikaans, and possess strong communication skills. This role offers opportunities to engage with customers and ensure satisfaction through effective problem-solving.

Qualifications

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

Responsibilities

• Facilitate relationships between the business and clients.
• Analyze and report on monthly NPS and operational NPS.
• Handle cancellations and customer queries.
• Proactive retention of detracting customers.
• Upsell existing customers to new packages.

Skills

Customer Service experience

Team player

Strong communications skills

Adaptable and resilient

Proficient in English and Afrikaans

Education

Grade 12

Job description

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

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.