Customer Recovery & Retention Specialist

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

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.