Are you customer-focused, empathetic, and motivated by building strong relationships? Join our Commercial team as a Customer Experience Agent in Middelburg/Modimolle/Nelspruit/Tshwane, where you'll play a key role in strengthening customer loyalty, resolving queries, and delivering meaningful interactions that enhance the Herotel customer experience.

The key purpose of this role is to act as a bridge between the business and its customers, building emotional connection with the brand, resolving concerns effectively, and supporting customer retention, satisfaction, and growth.

What you'll do:

• Handle customer queries and concerns professionally and timeously
• Build positive relationships with customers to support loyalty and customer centricity
• Analyse and report on monthly and operational NPS results, including contacting detractors and compiling reports
• Proactively engage with 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 customer 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

What you'll need:

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

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website (https://herotel.com/compliance).
• If you do not hear from us within 14 days, please consider your application unsuccessful.