Customer Care Agent

Upington, South Africa | Posted on 02/07/2024 Our Customer Care Agents play a crucial role as the liaison between the business and its clients, fostering a strong emotional connection with the brand and customers, and ensuring customer-centricity. Responsibilities include addressing customer inquiries, resolving concerns, problem-solving, data analysis, preparing correspondence, and meeting customer needs to achieve high levels of customer satisfaction. Requirements • Analysing and reporting on monthly Net Promoter Score (NPS), reaching out to detractors, and generating reports. • Analysing and reporting on operational NPS, contacting detractors, and creating reports. • Managing all cancellation requests, ensuring adherence to proper processes and contacting customers. • Up selling existing customers to our Citi-Tech packages by analysing customer needs and proposing suitable packages. • Executing special projects and customer database clean-ups. • Handling all customer queries directed to the customer care department. • Addressing incoming customer complaints not associated with any other department. • Monitoring tickets at a high level and forwarding urgent matters to the relevant department head for immediate attention. • Pro-actively retaining customers who show signs of dissatisfaction. • Managing all customer upgrades and downgrades.
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