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Customer Loyalty Specialist

2 months ago

Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time
{"title": "Customer Loyalty Advisor", "description": "Job Summary

We are seeking a skilled Customer Loyalty Advisor to join our team at Daisy Communications. As a key member of our Customer Loyalty Team, you will be responsible for delivering exceptional customer experiences and driving loyalty across our customer base.

Key Responsibilities
  • Proactively engage with inactive business partners to maintain revenue and grow customer product sets.
  • Develop in-depth knowledge of business partner tariffs and provide regular feedback to enhance commercial insights.
  • Communicate effectively with business partners and business development managers to improve customer service and retention.
  • Build and maintain strong relationships with business partners, partner business customer service agents, and business development managers.
  • Manage active and non-active partner lists, providing regular feedback to business partner managers.
  • Learn and utilize business partner systems, such as In Touch and Navigation.
  • Perform inbound and outbound call activities to resolve customer and business issues in a timely manner.
  • Identify opportunities to maximize growth and revenue through cross-selling and referring customers to specialist sales teams.
  • Escalate process issues and suggest resolutions to improve customer loyalty and reduce churn.
  • Develop strong communication skills to present and discuss account information clearly and accurately.
  • Establish and maintain rapport with customers, providing accurate and timely information to instill confidence in our ability to deliver exceptional service.
  • Meet key business objectives, service level agreements, and individual key performance indicators.
  • Ensure comprehensive notes are entered into systems after each customer contact, with relevant documents attached where necessary.
Requirements
  • Demonstrate ability to work in a fast-paced environment within the service industry.
  • Be competent in all Microsoft packages.
  • Ability to understand, analyze, and interpret data.
  • Take ownership of issues and follow through to conclusion.
  • Develop sound questioning and listening skills to pinpoint customer issues.
  • Display a can-do attitude with a flexible approach to work.
  • Build and maintain good working relationships with internal and external customers.
  • Develop a logical thought process to meet customer demands and expectations.
  • Work well as an individual and as part of a team.
  • Possess excellent, assertive, and controlled telephone manner.
  • High level of professionalism.
  • Excellent communication skills - both verbal and written.
  • Problem analysis/solving.
  • Attention to detail.
What We Offer
  • 25 days holidays, plus bank holidays.
  • Professional development to help you achieve your personal goals.
  • Eye care vouchers available and discounted Medicash membership.
  • Access to discounts and savings at over 1,200 retailers.
  • An additional day off on your birthday or if you're getting married.
  • Auto enrolment following probation into a salary pension scheme.
  • Access to exclusive offers on a range of Daisy products.
"}