Loyalty Associate - TV Streaming Services

Summary

As a Loyalty Associate for TV Streaming Services, you'll be the primary non-voice contact for customers, focusing on retention through expert customer service, objection handling, and data-driven support, while maintaining high service standards and achieving key performance indicators.

Responsibilities

• • Be the point of contact: Handle customer service inquiries from non-voice channels.
• • Fielding / probing / overcoming objections for subscribers’ cancellation and suspend requests with the main function to reduce churn.
• • Clerical services include analysis of Customer Loyalty data, creation of job aids, quality monitoring, sales, coaching, tracking and trending of customer comments and requests.
• • Define Sutherland reputation: Deliver an excellent experience to every customer, meeting service standards.
• • Ensure every customer is provided a world-class support experience: When using any of digital channels for customer Loyalty Support.
• • Consistently deliver: Achieve all agreed KPI’s.
• • Work pro-actively to ensure potential issues are escalated appropriately.

Required Skills

• • Proficient writing skills in the language to support
• • Able to work positively in a fast-paced, changing environment
• • Ability to multitask and have excellent organizational skills
• • Able to use great communication, decision-making skills and a positive outlook to help customers, manage problems and find ways to go above and beyond - Sees through the eyes of the customer
• • Ability to be articulate, bright and curious
• • Passionate about service - Sales / Retention experience is preferred

Qualifications

• • 4 CXC subjects including English Language.
• • Experience of working in a customer-centric environment is preferred.

About Sutherland

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

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