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Loyalty Operations Executive

  • Preparing Weekly Report analysis on Call Center Calls and Live Chat
  • Reviewing internal processes and ensure escalations management, service requests, training documents, and ways of working with vendors are documented and kept up to date.
  • Updating programme training and customer facing collaterals like FAQ’s, T&C’s etc.
  • Conducting quality check on call recordings
  • Supporting with invoices, cross-charging items to related Business
  • Monitoring Operations and Call Centre department expense and budget control
  • Conducting mystery shopping at participating brands and gathering prizes for the ceremony
  • Assisting Marketing teams on organizing and planning for Member Events
  • Assisting day-to-day contact and point of escalation all rewards listed operational enquiries and issues across the business (IT, business management, finance and partners)
  • Training Call Center team with new experiences and/or offers once set by Marketing + Experience Team
  • Training Front liners on the programme and the operational tools
  • Identifying operational efficiencies, automation requirements and new ways of working and interacting with Call Centre and Front Liners
  • Compiling stock reports from the stores when it comes to marketing and experiences collaterals
  • Coordinating with store loyalty champions and call centre to deliver on all operational and service requirements
  • Manual credits and refunds process

 

Essential Skills and Experience:

  • MS Office – especially proficient creating reports on Microsoft Excel
  • Comfortable presenting and training team members
  • Multi-lingual – fluent in English and Arabic
  • Methodical and process driven individual
  • Excellent in attention to detail, time management and organizational skills
  • Comfortable working across different time zones and territories
  • Approachable attitude, agile and can-do attitude to create and be part a new department
  • Proactive, committed and capable of taking lead
  • Strong verbal and written communication skills