About this role
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About the role
This role involves proactively engaging with premium and Platinum customers through outbound telephone calls, conducting welcome calls for new customers, and introducing relevant product benefits, privileges, marketing offers, new products, and services. You will build positive and lasting relationships with high-value customers through professional and personalized communication, understand customer needs and preferences, collect customer feedback and insights, and support marketing and spending objectives associated with assigned programs.
Key responsibilities
- Proactively engage with premium and Platinum customers through outbound telephone calls
- Conduct welcome calls for new Platinum customers and introduce relevant product benefits, privileges, marketing offers, new products, and services
- Develop a strong understanding of customers' needs, preferences, expectations, and concerns
- Provide personalized information, solutions, and recommendations based on individual customer requirements
- Proactively collect feedback from customers regarding their experiences, needs, and preferences
- Identify key customer insights and trends and communicate them to the Marketing and Product teams
- Support and achieve incremental spending and other business objectives associated with assigned marketing programs
- Deliver a consistently high level of service in accordance with the Company's customer service standards and procedures
- Handle customer questions, concerns, and complaints professionally, with empathy and appropriate follow-up
- Work closely with the Marketing and relevant teams to identify appropriate upselling and cross-selling opportunities
About you
- Bachelor's degree in Business, Marketing, Communications, or a related field
- 3+ years of experience in customer relationship management, customer service, telemarketing, sales, or a related field
- Strong customer service mindset with the ability to understand customer needs and provide appropriate solutions
- Excellent communication, interpersonal, and active listening skills, with a professional and confident telephone manner
- Ability to build trust and long-term relationships with premium customers through personalized and professional interactions
- Strong problem-solving and conflict-resolution skills, with the ability to handle customer concerns calmly and effectively
- Comfortable making outbound calls and engaging customers proactively, with the ability to communicate in a warm, professional, and consultative manner
- Ability to work effectively within a large organization and collaborate across multiple business lines and functions
- Proficient in Microsoft Office, particularly Word and Excel, and familiar with telephone and/or CRM systems
- Good command of written and spoken English is highly preferred