Senior Associate - Loyalty Customer Service

Job Purpose:

Sr. Associate – Loyalty is a role that involves in-depth knowledge and expertise in loyalty products, services, or processes. The person will be responsible for providing guidance, support, and training to customer facing teams, as well as assisting with loyalty operational tasks and continuous improvement projects.

Key Accountabilities:

•    Single Point of Contact: Act as an escalation point for complex or difficult customer issues that frontline agents are unable to resolve. Analyze and troubleshoot complex customer problems and provide appropriate solutions or recommendations.
•    Responding to Customer Requests: Providing accurate & timely inputs and assistance for the cases / requests raised by customer facing teams via various channels.
•    Service Delivery: Responsible for consistent performance on SLA’s/ AHT/ FRT%/ Average Resolution time, CSAT and MIS reporting.
•    Quality Assurance: Participate in quality assurance initiatives, including audits and evaluation, to ensure that CS agents are providing accurate and high-quality customer service. 
•    Trainings: Provide periodic trainings & feedback to help customer facing teams to improve their performance.
•    Product Knowledge: Develop a deep understanding of the loyalty products, services, and processes, including features, functionalities, and troubleshooting techniques.
•    Continuous Improvement Projects: Actively participate in continuous improvement projects and analyze complex data providing actionable insights.
•    Documentation and Knowledge Management: Contribute to the creation and maintenance of knowledge bases, FAQs, and standard operating procedures (SOPs) to ensure accurate and up-to-date information is available to all customer facing teams.
•    Collaboration with Internal Teams: Work closely with product team & technical support teams, to stay updated on product/service changes and enhancements. Act as a liaison between customer facing teams, facilitating effective communication and problem resolution.
•    Ad-hoc Projects: Assist in engagement activities and ad-hoc projects as on need basis.