📍 Herotel, Tembisa, Gauteng, 1632
💼 Job Type: Temporary – Commercial
🗂️ Department: Customer Care & Retention
📝 Application: Open to all candidates (EE preference applies)

🔎 Purpose of the Role

The Customer Recovery Agent is responsible for rebuilding and strengthening the relationship between customers and the Herotel brand. This position focuses on customer recovery, retention, and service improvement.

Your role is to create emotional connection with customers, resolve issues quickly, analyze customer data, handle service changes (cancellations, upgrades, downgrades), and support overall customer satisfaction initiatives. You will ensure that customers feel valued, heard, and supported throughout their service experience.

📌 Key Responsibilities

Customer Relationship & Recovery

• Engage with customers to understand their concerns and improve their experience.

• Conduct proactive retention calls to detractors and dissatisfied customers.

• Address customer cancellations, ensuring all procedures are followed correctly.

• Manage incoming customer queries and complaints not linked to other departments.

NPS & Data Analysis

• Analyze monthly NPS scores and compile detailed feedback reports.

• Analyze operational NPS, contact detractors, and build improvement reports.

• Track trends in customer behaviour and provide insights to management.

Upgrades, Downgrades & Upselling

• Recommend improved service plans based on customer needs.

• Conduct upselling to Herotel fibre packages when beneficial to the customer.

• Process customer upgrades and downgrades timeously and accurately.

Administrative & Support Functions

• Handle correspondence, prepare documentation, and maintain service records.

• Monitor tickets at a high level and escalate urgent issues to relevant department heads.

• Participate in special projects including customer database cleanup and Enigma readiness.

• Support cross-departmental communication to ensure holistic customer satisfaction.

🎯 Required Experience & Skills

• Minimum 6 months Customer Service experience

• Ability to work collaboratively within a team

• Strong written and verbal communication skills

• Must be proficient in English and Afrikaans

• Fast learner with high adaptability

• Resilient, solution-driven, and emotionally mature

• Strong problem-solving skills

• Customer-centric mindset

📚 Education Requirements

• Grade 12 / Matric (Essential)

⚖️ Employment Equity Note

Preference will be given to Previously Disadvantaged Individuals as per Herotel’s Employment Equity Plan.

By submitting an application, you consent to Herotel processing your personal information for recruitment purposes as per the company Privacy Policy.

📄 CV Tips for a Customer Recovery Agent

✔ Highlight call-centre or customer service experience prominently
✔ Show measurable achievements (e.g., reduced churn, improved NPS, resolved tickets)
✔ Include examples of handling difficult customers and successful recoveries
✔ Demonstrate communication skills with clear, concise bullet points
✔ List technical tools you’ve used (CRM, ticketing systems, NPS platforms)
✔ Mention bilingual ability (English + Afrikaans) clearly
✔ Keep formatting clean and professional