Customer Recovery Agent

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

Job summary

A leading telecommunications company in Sebokeng is seeking a Customer Recovery Agent. This field-based role focuses on reconnecting dormant customers and recovering unused routers. The successful candidate will conduct door-to-door visits, assist with service reactivation, and gather customer insights. Candidates should have at least 6 months of customer service experience, excellent communication skills, and a valid driver's license. This position offers an opportunity to work independently while positively representing the company.

Qualifications

• At least 6 months' experience in customer service or care.
• Excellent verbal communication and interpersonal skills.
• Customer-centric attitude with a problem-solving ability.
• Basic understanding of prepaid and voucher-based products.

Responsibilities

• Conduct door-to-door visits to dormant customers.
• Educate customers on voucher purchase options.
• Assist customers to reactivate their service.
• Capture accurate field data and insights.

Skills

Customer Service

Verbal Communication

Interpersonal Skills

Problem-solving

Self-motivated

Education

Grade 12 or equivalent

Job description

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

PURPOSE OF THE ROLE

The Customer Recovery Agent plays a key role in reconnecting dormant Herotel customers and recovering unused routers (CPEs) from clients who are no longer using their service. This is a field-based, customer-facing role focused on restoring active connections, educating clients on prepaid voucher purchases, and providing valuable insights to improve customer experience.

The role forms part of the Dormant Client Recovery Programme, a national pilot initiative designed to reduce churn, recover assets, and improve Herotel's understanding of customer behaviour and challenges in prepaid Flex areas.

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

• Conduct door-to-door visits to dormant customers as assigned.
• Identify and record reasons for customer inactivity.
• Educate customers on voucher purchase and recharge options (e.g. via the Herotel EUP).
• Assist customers to reactivate their service immediately, where possible.
• Retrieve routers (CPEs) from customers who are unable to continue service.
• Capture accurate field data, feedback, and customer insights.
• Meet or exceed the monthly target of 240 dormant lines (combination of reactivations and router recoveries).
• Maintain professionalism and represent the Herotel brand positively in all customer interactions.

Key Outputs

• CPE Recovery.
• Information Gathering (Data).
• Dormant Customer Reconnections.

The successful candidate must have the following experience / skills

• At least 6 months' Customer Service or Customer Care experience.
• Excellent verbal communication and interpersonal skills.
• Customer-centric attitude with problem-solving ability.
• Basic understanding of Herotel's prepaid and voucher-based products.
• Reliable and self-motivated, with the ability to work independently.
• Must have a valid driver's license and ability to drive.
• Field sales or customer care engagement experience (advantageous).
• Ability to capture data using mobile tools or forms.
• Training will be provided during onboarding.

Education Requirements

• Grade 12 or equivalent 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.