Customer Care Agent

4 weeks ago

East London, South Africa Herotel Full time

Applications are invited for the **Customer Care Agent **position to be based in **(enter town / region)**

**PURPOSE OF THE ROLE**: The Customer Care 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 would include, but are not limited to**:

- 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
- 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.

**Education Requirements**:

- Grade 12 is required

**_PLEASE NOTE:_**
- Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.

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