Customer Loyalty Specialist

Customer Loyalty Specialist

Location: Trincity

Salary: TT$5,000

Employment: Contract

Purpose of Role:

The Welcome Call is the first step in the customer experience journey for new and upgraded customers.  The Welcome Call Specialist will be responsible for calling customers, welcoming them to our company and providing essential details about their package, prices, bills, etc. They will also, assist with resolving or escalating service/provisioning errors for resolution amongst other duties.

Primary Accountabilities:

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