Customer Loyalty Specialist

at  CreatePay

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
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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

Please refer the Job description for details