Member Care SpecialistBogota, Colombia

The Member Care Specialist is responsible for providing high quality customer care service via phone, chat, and email, and assuring our loyalty program’s KPIs are achieved. This position demands a highly motivated individual with excellent communicational, organizational and interpersonal skills.

RESPONSIBILITIES

  • Provide exceptional member service
  • Recommend and develop marketing strategies
  • Deliver value-added services to current and prospective members
  • Work closely with the team to achieve department goals
  • Analysis of program data and results
  • Multi-channel support – calls, tickets, emails
  • Push Strategy with outbound calls – telemarketing

SKILLS

  • Excellent and professional oral and written communication skills
  • Strong organizational and interpersonal skills
  • Ability to collaborate and work in a team environment
  • Excellent analytical and problem-solution skills
  • Strong computer/system skills
  • Ability to meet established productivity, effectiveness, and quality assurance goals
  • Strong system skills and ability to learn, retain and apply large amounts of service information
  • Ability to work in a structured environment; take scheduled lunches and be able to work on certain holidays
  • Flexibility in responding to change or business needs
  • Outstanding attendance and punctuality
  • Ability to work independently and learn on the fly
  • Ability to handle cross-channel communications – outbound calls, chats, emails, face-to-face presentations
  • Excellent attention to detail
  • Ability to analyze data and be able to determine when the task can’t not be resolved and escalated
  • Ability to handle a well-structure operation by being able to attend members while checking for information and updating the system status
  • Provide a warm and professional image and your customers will rave about their experience.
  • Possess a strong work ethic with the ability to work independently.

EXPERIENCE & KNOWLEDGE

  • Minimum 1-3 years related experience. The ideal candidate must have knowledge of professional marketing and customer service. This includes marketing strategy, customer retention and customer satisfaction. 
  • Knowledge of customer service principles and processes. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Intermediate level of Excel (pivot tables, conditional formatting, data lookup and formulas)
  • Proficiency in Microsoft Word, Outlook and PowerPoint required

EDUCATION

Associate and/or Bachelor degree in Business Administration, Marketing, Sales and/or Business required.

 


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