[harrietb30]

Customer Loyalty Specialist

CUSTOMER LOYALTY SPECIALIST

C&W COMMUNICATIONS

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DESCRIPTION

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.

Apply Now

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