Customer Loyalty Specialist

About the role

The Retention Centre of Excellence (RCoE) is looking for a Customer Loyalty Specialist in Trinidad. The specialist engages with customers, listens to their concerns and helps resolve issues so that they stay with the company. The role works through organized proactive and reactive campaigns, taking ownership of customer issues and supporting the wider business in reducing churn.

Key responsibilities

• Answer calls from customers requesting service cancellation within the set service level.
• Contact customers with outstanding account balances within the set service level.
• Use the available toolkit to persuade customers to retain their services or to make payments on their account.
• Welcome callers and give them essential details about their package and price bill.
• Sign customers up for E-Billing Services.
• Help resolve or escalate service and provisioning errors.
• Build a relationship with each customer and act as the main point of contact until issues are resolved.
• Drive issues through to resolution and keep customers informed of progress.
• Achieve the set KPIs and operational metrics for the assignment.
• Follow all processes and protocols in daily work.

Required profile

• Minimum of five O'Level passes including Mathematics and English.
• Minimum of 2 years' experience in a customer-facing role.
• Excellent verbal and written communication skills.
• Rational, fair and balanced thinking.
• Ability to work in a fast-paced, constantly changing environment.

Required skills

• Excellent knowledge of Microsoft Office Suite.
• Sound understanding of key customer-related processes.
• Demonstrable experience with CRM software is an asset.