Customer Loyalty Specialist

Customer Loyalty Specialist

Job title: Customer Loyalty Specialist

Location: Trincity

Salary: $6000.00

Employment: Contract ( Full-time)

 

Mission Statement:

 

At the Retention Centre of Excellence (RCoE) our mission is to create a highly motivated team who thrive on delivering an exceptional customer experience that will broaden and deepen relationships, creating happy customers while protecting our revenue streams.

 

Purpose of Role:

A Customer Loyalty Specialist will engage with customers, listening to concerns and facilitating issue resolution and a sustainable relationship. This will be achieved through organized proactive and reactive campaigns where the Loyalty Specialist takes ownership of resolving customer issues with a clear drive to support the wider business with reducing churn.

 

Primary Accountabilities:

•    Answer calls from customers requesting cancellation of service within the set service level.

•    Contact customers with outstanding balances on their account within the set service level.

•    Utilize available toolkit to persuade customers to retain existing services or persuade customers to make payments on their account.

•    Calling customers, welcoming them to our company and providing essentials details about their package, price bill etc.

•    Calling customers and signing them up for our E-Billing Services.

•    Assist with resolving or escalating service/provisioning errors for resolution.

•    Take ownership of building a relationship with the customer and be the key point of contact until all pending issues are resolved.

•    Close the loop on customer issues by driving the resolution process end to end; while keeping the customer informed of progress until issue is resolved.

•    Achieve set KPI’s and operational metrics based on assignment

•    Adhere to all processes and protocols in the dispensation of daily duties.

  

Qualifications, Skills and Experience

 

•    Minimum of five (5) O ’Level passes including Mathematics and English.

•    Minimum of 2 years’ experience in a customer facing role.

•    Excellent knowledge of Microsoft Office Suite.

•    Sound understanding of Key Customer Related Processes

•    Demonstrable experience in CRM software will be an asset.

•    Excellent Communication Skills- verbal and written.

•    Rational, fair and balanced thinking

 •     Ability to work in a very fast-paced and constantly changing environment.