Customer Experience Agent

About the role

Join Herotel’s Commercial team as a Customer Experience Agent, supporting customers across several South African locations. You will act as a bridge between the business and its customers, building emotional connections, resolving concerns, and contributing to customer retention and growth.

Key responsibilities

• Handle customer queries and concerns professionally and in a timely manner.
• Build positive relationships with customers to support loyalty and a customer‑centric approach.
• Analyse and report on monthly NPS results, contact detractors and compile reports.
• Proactively engage detracting customers to support retention and service recovery.
• Manage customer cancellations, ensuring correct processes are followed and feedback is captured.
• Handle customer upgrades and downgrades in line with needs and company offerings.
• Upsell existing customers by analysing needs and recommending suitable Herotel packages.
• Monitor customer tickets at a high level and escalate urgent matters to relevant department heads.
• Handle incoming customer complaints not linked to other departments.
• Execute special projects such as customer database clean‑ups and readiness initiatives.
• Prepare customer correspondence and maintain accurate records where required.

Required profile

• Grade 12 qualification.
• Minimum of 6 months’ customer service or customer‑facing experience.
• Strong customer‑centric mindset with empathy and professionalism.
• Excellent written and verbal communication skills.
• Proficiency in English and Afrikaans.
• Ability to work effectively as part of a team.
• Adaptable, resilient and quick to learn in a fast‑paced environment.
• Problem‑solving mindset with attention to detail.

Required skills

What we offer

• Exposure to a dynamic workplace.
• Opportunities to grow skills through an internal academy.
• A friendly, team‑driven environment.
• Group Risk Benefits, Medical Benefits and Health & Lifestyle programmes.