Customer Loyalty Specialist

Customer Loyalty Specialist

Purpose of the Role          

The Customer Loyalty Specialist will engage with customers requesting cancellation of service and therefore need to listen to the customer’s concerns, build a rapport with the customer and take ownership of resolving the customer’s issue/s to the end while utilizing the available Retention toolkit to persuade them to keep their services with Flow; while providing the highest quality of customer service.

Main Responsibilities

• Answer calls from customers requesting cancellation of service within the set service level.
• Take ownership of building a relationship with the customer and be the key point of contact until all pending issues are resolved.
• Utilize available toolkit to persuade customers to retain existing services.
• 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 such as Save rate, Survival rate, cost to save, TNPS among the other operational metrics
• Adhere to all processes and protocols in the dispensation of daily duties

Qualification 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.