Our success depends on our people. What connects us, unites us and makes us "us" is the passion and pride we have for creating moments that matter for our customers. So, wherever you chose to start your career in Latin Liberty America, we're all guided by a shared vision, philosophy and principles that enable us to bring our culture to life. We do it the best and we do it with spirit.
Customer Loyalty Specialist (Trinidad)Coral Gables, Trinidad and Tobago Category: Consumer
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.
Start a career with impact #BringYourAmazing
When you join an international telecommunications leader, you’ll tap into incredible possibilities that take you further than you ever imagined.
LEADING TELECOMMUNICATIONS PROVIDER IN LATIN AMERICA AND THE CARIBBEAN
MORE THAN 20 CONSUMER MARKETS
MORE THAN 30 BUSINESS MARKETS
GENERATING $3.9 BILLION IN REVENUE
OUR NETWORK PASSES THROUGH 7.3M HOMES
OVER 10,000 EMPLOYEES
Flow is the Caribbean’s leading full-service communications provider, delivering connected entertainment through mobile, TV, broadband and fixed lines in 15 countries. Since the 1870s, we’ve always been at the forefront of innovating infrastructure and services – from historic telegraph poles and cables, to cutting-edge services and products.
We do it the best and We do it with spirit
- CW Business