Customer Loyalty Specialist, Retention Center of Excellence

As a Customer Loyalty Specialist; the candidate must engage with customers requesting cancelation of service and therefore need to listen to the customer’s concerns, build a rapport with the customer and take ownership of resolving the customer’s issue/s to the end while utilizing the available Retention toolkit to persuade them to keep their services with Flow; while providing the highest quality of customer service. Management of a customer service function and the operations of contact/call center(s). Includes remote/virtual customer service via phone, email, online chat, text, technical or specialized virtual support, and pre and post-sales product support (Call Center, Customer experience for both B2B & B2C, B2B Service Desk to customers).

What You´ll Do

• Answer calls from customers requesting cancellation of service within the set service level.
• Take ownership of building a relationship with the customer and be the key point of contact until all pending issues are resolved.
• Utilize available toolkit to persuade customers to retain existing services.
• Close the loop on customer issues by driving the resolution process end to end; while keeping the customer informed of progress until issue is resolved.
• Achieve KPI’s such as Save rate, Survival rate, cost to save, TNPS among the other operational metrics.
• Adhere to all processes and protocols in the dispensation of daily duties.

Knowledge & Experience

• Minimum of Five O ’level Passes including Mathematics and English.
• Minimum of 2 years’ experience in a customer facing role.
• Understanding of Flow Key Customer Related Processes
• Excellent knowledge of Microsoft Office Suite
• Rational, fair, and balanced thinking
• Excellent Communication Skills
• Ability to work in a very fast paced and constantly changing environment

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.