Location

Trinidad

Department

Reports to

Retention Centre of Excellence

Assistant Manager, Customer Loyalty

Mission Statement:

At the Retention Centre of Excellence (RCoE) our mission is to create a highly motivated team who thrive on delivering an exceptional customer experience that will broaden and deepen relationships, creating happy customers while protecting our revenue streams.

Purpose of Role:

A Customer Loyalty Specialist will engage with customers, listening to concerns and facilitating issue resolution and a sustainable relationship. This will be achieved through organized proactive and reactive campaigns where the Loyalty Specialist takes ownership of resolving customer issues with a clear drive to support the wider business with reducing churn.

Primary Accountabilities:

• Answer calls from customers requesting cancellation of service within the set service level.
• Contact customers with outstanding balances on their account within the set service level.
• Utilize available toolkit to persuade customers to retain existing services or persuade customers to make payments on their account.
• Calling customers, welcoming them to our company and providing essentials details about their package, price bill etc.
• Calling customers and signing them up for our E-Billing Services.
• 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 set KPI’s and operational metrics based on assignment
• Adhere to all processes and protocols in the dispensation of daily duties.

Qualifications, Skills 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.