February 18, 2020 at 12:06 pm #824970harrietb30Participant
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.
- 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.
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