Customer Care Agent

Applications are invited for the Customer Care Agent position to be based in Pretoria.

ABOUT 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. Placing and administrating the process of ordering off-net connection for Herotel Business clients, working with the sales and ops teams to deliver the offnet services.

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

• Analysing and reporting on monthly NPS, contacting detractors and building reports.
• Analysing and reporting on Operational NPS, contacting detractors and building reports.
• Processing cancellations and contacting customers ensure proper process is followed.
• Up-selling of existing customers to ourHerotel Business packages, analysing customer needs and suggesting new packages.
• Execution of Special projects, 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.
• Confirming quotes from suppliers are correct vs price book.
• Getting quote's signed and sent to supplier to order.
• Placing orders for wireless links and fibre via supplier platform or email.
• Arranging installations of wireless links & fibre.
• Communicating delays or issues regarding installations to Salesperson as well as confirming survey and install dates.
• Liaising between admin, installations.
• Reporting and recording installations.
• VLAN/IPAM confirmation and loading.
• Uploading Handover, Landlord Approval, Quotes (All documentation) on all portals - like Herotel.
• Updating Spread Sheet for installations.

Key Outputs:

• Monthly NPS report submitted within 3 working days of month-end.
• 100% of detractors contacted within 5 working days of survey.
• 95% of customer queries resolved within SLA (e.g., 24–48 hours).
• All complaints acknowledged within 1 business day.
• Resolution of 90% of complaints within 3 business days.
• Monthly complaint tracking and root cause report.

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.