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Customer Loyalty Specialist- North Caribbean
hace 2 semanas
Whats the 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.
What you'll do
- Answer calls from customers requesting cancellation of service within the set service level.
- Contact customers with outstanding balances on their accounts within the set service level.
- Utilize the available toolkits to persuade customers to retain existing services or persuade customers to make payments on their accounts.
- Calling customers, welcoming them to our company, and providing essential 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 the issue is resolved.
- Achieve set KPI's and operational metrics based on the assignment.
- Adhere to all processes and protocols when performing daily duties.
Knowledge 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 Office Applications.
- Sound understanding of Key Customer Related Processes
- Demonstrable experience in Liberate 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.
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we're growing. We're excited about the future as we strive to unlock opportunities in the region
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
