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IT Membership Services

3 weeks ago

NorthEast Singapore PERSOLKELLY Full time

As part of the Membership Services Team, you will be responsible for managing the company Rewards loyalty program membership servicing. You will execute the change management plan for a new loyalty system, support escalations, assist with management reporting, development of manuals for frontliners, be a Company Rewards advocater for internal stakeholders and Company customers and partake in business/systems training for frontliners.

**Responsibilities**:

- Implement change management plan for new loyalty system.
- Support Commercial Customer Contact Centre escalation on day-to-day operation matters pertaining to account login error, personal details updating, crediting of Company Rewards points, tier or points expiry and extension, perform service recovery general feedback and complains.
- Assist with management reporting deck.
- Arrange and attend meetings to discuss improvement plans.
- Develop and update SOP and manual for frontliners.
- Advocate for Company Rewards and assist with business/systems training for frontliners to continually improve Performance metrics.
- Streamline business processes by leveraging on technology such as Chatbot to improve Customer Experience and drive delivery excellence at Company's membership touchpoints.
- Understand and analyze data to develop insights to meet business needs.
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation and continual service improvement for Company Rewards Loyalty Programme. This is a 1-year contract (renewable) position and the incumbent will be working a 5-day work week from Monday - Friday, office hours. As the loyalty programme is operating 24/7, staff may be activated on weekends and after working hours should urgent follow up is required resulting from an incident causing substantial financial or reputational cost to the loyalty programme.

REG No : R1654858 (Soo Sheng Hui)

**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - **EA License No. 01C4394