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 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.
- The ideal candidate will need to be adaptable, a fast learner, and resilient in nature.
- Grade 12 is required.
- Preference will be given to Previously Disadvantaged Individual candidates in line with Herotels 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.
