Customer Loyalty & Retention Specialist (Contract), B2C

Hiring company: The Bahamas Telecommunications Company (BTC Business) Source: LinkedIn Bahamas What's The Role Purpose of a Customer Loyalty/Retention Specialist with BTC is having responsibility for engaging with and offering solutions to retain at risk customers. The Specialist is to help reduce customer attrition and optimize revenue by retaining existing customers. The Specialist communicates with subscribers, offering solutions, to retain business and services, that addresses pain points and issues, as they arise. This is a contracted position. What You'll Do • Analyze, query and address customer’s concerns or reason for customer cease request: Track your engagement with at risk customers who show signs of churn and proactively reach out to understand their concerns and prevent them from leaving. • Resolve customer issues: Liaise with teams to address customer’s concerns, troubleshoot problems, and find solutions that exceed their expectations. • Push designed and implemented retention programs and strategies in the Tool Kit, including offers, rebates, credits, escalations etc. to incentivize customers to stay. • Track your engagement and assigned tickets: Monitor the effectiveness of retention strategies and analyze data to identify areas for improvement. • Collaborate with other departments, such as Technical Operations, Marketing, Product Development and Customer Service to ensure a consistent customer centric experience. • Manage and track daily stats and performance • Additionally, other responsibilities include 1) distribution of tickets, 2) daily support to the team, i.e. giving recommendations regarding saves, 3) assistance with traversing the platforms, including ACUT, AIRVIEW, CERILLION, Genesys & SCCD. What You'll Need • Associate’s degree in Business Administration, Marketing, Customer Success, or a related field (preferred). • 3+ years of experience in Retention, Customer Service, Sales, Account Management, or a similar role with a proven track record of exceeding customer satisfaction goals and meeting assigned targets.