Customer Care Agent

Upington, South Africa | Posted on 02/07/2024Our 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.ResponsibilitiesAnalysing 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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