Customer Care Agent - Potchefstroom at HeroTel

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

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.

Education Requirements:

• Grade 12 is required