Customer Loyalty Specialist C&W

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      Customer Loyalty SpecialistCustomer Loyalty Specialist C&W COMMUNICATIONS



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      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‚Äôs 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 ‚ÄôLevel passes including Mathematics and English.
      • Minimum of 2 years‚Äô 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.

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