Customer experience agent

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...