Customer Recovery Agent

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

Job summary

A telecommunications provider in South Africa is seeking a dedicated Customer Recovery Agent in Tembisa. The role focuses on building relationships with customers and ensuring their satisfaction by addressing their concerns and analyzing feedback. The ideal candidate should have at least 6 months of customer service experience, proficiency in English and Afrikaans, and strong communication skills. This is an opportunity to contribute to customer retention strategies and effective service delivery.

Qualifications

• At least a minimum of 6-months Customer Service experience.
• Ability to work in a team.
• Strong communications skills, both written and verbal.

Responsibilities

• Analyzing and reporting on monthly NPS, contacting detractors.
• Handling all cancellations and customer queries.
• Executing special projects and maintaining customer database.

Skills

Customer Service experience

Team player

Proficiency in English and Afrikaans

Strong communications skills

Adaptability

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 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.

Candidate 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.