Job Description

Customer Recovery Agent (Retentions & Complaints)

Salary: R10 000 – R11 000 per month

About the Company

A leading international telecommunications and digital connectivity provider is seeking a Customer Recovery Agent to join its customer experience team. The organisation specialises in delivering innovative communication solutions to small and medium-sized businesses, with a strong focus on service excellence, customer retention, and digital transformation.

This is an exciting opportunity for an experienced customer service professional who thrives in resolving challenges, retaining customers, and delivering outstanding service recovery experiences.

The Role

The successful candidate will be responsible for managing customer retention and complaint resolution processes. This role requires someone who can confidently handle difficult conversations, restore customer confidence, and identify solutions that strengthen long-term client relationships.

You will play a key role in protecting revenue, improving customer satisfaction, and ensuring all customer concerns are resolved professionally and efficiently.

Key Responsibilities

• Handle customer retention conversations with professionalism and empathy
• Resolve escalated complaints effectively and within agreed timelines
• Identify customer concerns and provide appropriate solutions
• Rebuild customer trust through proactive communication
• Conduct follow-up interactions to ensure successful resolution
• Accurately capture customer interactions and case outcomes
• Identify recurring customer issues and provide feedback for process improvement
• Work collaboratively with internal teams to resolve customer concerns
• Maintain service standards and customer satisfaction targets

Minimum Requirements

• Grade 12 / Matric
• Previous experience in a customer service, retentions, complaints, or contact centre environment
• Strong conflict resolution and negotiation skills
• Excellent verbal and written communication skills
• Ability to remain calm and professional under pressure
• Strong problem-solving ability
• Customer-focused with a solutions-driven approach
• Good administrative and system navigation skills

Preferred Experience

• Experience within telecommunications, connectivity, or subscription-based services
• Exposure to complaint escalation handling
• Proven track record in customer retention

What’s on Offer

• Competitive basic salary
• Performance-based incentives
• Medical aid contribution
• Employee wellness support
• Subsidised parking
• Opportunity to join a fast-paced, customer-focused organisation with strong growth potential