Customer Loyalty Specialist

Customer Loyalty Specialist

Position: Customer Loyalty Specialist

 

Employment Type: Contract / Fulltime

 

Salary: Not Disclosed

 

Purpose of Role:

 

The Welcome Call is the first step in the customer experience journey for new and upgraded customers. The Customer Loyalty Specialist will be responsible for calling customers, welcoming them to the 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 the 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.