Customer Care Agent

Herotel Cloud Karoo

Eastern Cape, South Africa

Permanent

Jul 7

Applications are invited for a Customer Care Agent based in Cradock, Eastern Cape.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 analysing, 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, contactingcustomers ensure proper process is followed.Up-selling of existing customers to our Herotel packages, analyzing customer need and suggest new packages.Taking charge of Special projects, Enigma ready, customer database clean-ups.Analyzing customer user behavior resulting in poor experience, suggest improvements.Social media monitoring, analyzing,and reporting thereof.Handling all customer queries directed to customer care. Incoming customers complaints (not linked to any other department orcannot be resolved by department head).High level monitoring of tickets, send to relevant department HOD for immediate attention.Proactive retention on detracting customers.Handling all upgrades and downgrades.Managing Key Accounts to ensure regular contact and relationship building

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