Customer Loyalty Specialist, Retention (MoBay)

Summary

The Customer Loyalty Specialist in Churn & Retention in Montego Bay, Jamaica is responsible for managing daily operation of churn mitigation actions and initiatives for B2B SMB customers in the Caribbean Region. This role is focused on understanding customer behavior, identifying potential churn risks, and implementing proactive strategies to retain customers. This position involves data analysis, customer segmentation, and collaboration with various departments to prevent churn and ensure a positive customer experience, building customer loyalty. In your role as Churn and Retention Specialist for our SMB segment, you will perform tasks intended to provide relief or resolution to customers who need assistance or have had a negative experience with us as referenced by team members of the B2B department, or other sources such as Medalia, Salesforce, Call Center, etc. You will play an active role in resolving grievances, mediating disputes, or addressing complaints in a timely and cost-effective manner.

Responsibilities

• • Ability to speak to customers and resolve issues and grievances in line with set KPI targets.
• • Work with various departments and advocate for our customers to ensure the best service possible is provided.
• • 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.
• • Resolution of B2B complaints within agreed SLA’s and the defined processes.
• • Identification of process gaps and recommendations for solutions.
• • Resolve and provide root cause analysis for Medallia detractors.
• • Identify customer pain points and actively create solutions to mitigate those pain points.
• • Achieve set KPI’s and operational metrics based on assignment.
• • Adhere to all processes and protocols in the dispensation of daily duties.

Required Skills

• • Strong problem-solving and analytical skills.
• • Excellent communication and interpersonal abilities.
• • Ability to work collaboratively with cross-functional teams.
• • Proactive and customer-focused approach.

Qualifications

• • A Degree, or equivalent experience, is a plus but not mandatory.
• • Minimum of 2 years’ experience in a customer-facing role is a must.
• • Understanding of Churn Management and Customer Experience
• • Knowledge of Office applications
• • CRM Salesforce is advantageous
• • Familiarity with Call Center tools.

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