Customer Loyalty Specialist

1 month ago


Milton Keynes, United Kingdom CreatePay Full time

CreatePay are a leading provider of payment solutions products, dedicated to helping small to medium sized UK businesses streamline their payment processes. We're looking for a superstar Customer Loyalty Specialist to join our MK based Operations team

The Customer Loyalty Specialist will provide day to day support directly to our customers by creating a positive customer experience and resolving customer complaints as they arise while following strict FCA guidelines.

You will be a key part of our retention strategy, providing key insight and data to senior managers, while also helping to mitigate customers cancelling by providing a first class customer experience. 

We're looking for someone with

  • A customer-focused approach 
  • Experience with account/customer management 
  • Knowledge within payments (but not essential) 
  • Ability to work well in a team 
  • Can do attitude 
  • Excellent customer service skills  
  • Strong conflict resolution skills 
  • Ability to remain calm and professional in stressful situations 
  • Empathy and patience  
  • Strong organizational skills 


Requirements
  • Taking inbound / making outbound calls to customers with complaints 
  • Taking inbound / making outbound calls to customers who are looking to cancel 
  • Liaising with our partner companies / internal departments to resolve customer issues 
  • Building positive relationships with customers and internal members of staff 
  • Resolving complaints whilst adhering to FCA guidelines  
  • Providing clear and concise final resolution communications 
  • Maintain clear and comprehensive notes within our CRM 
  • Provide reporting based on activity and trends 

Benefits

·        25 Days Holiday plus Bank Holidays

·        Regular incentives, including overseas trips

·        Free CreatePay rewards access

·        Free Gym passes

·        Free BUPA annual checkup




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