Customer Care Agent

Herotel

Mpumalanga, South Africa

Permanent

Sep 29

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. 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 need and suggest 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.

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