Loyalty Help Desk Agent

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DUTIES & RESPONSIBILITIES: ? Support Loyalty program growth including new member acquisition and existing member engagement optimization. ? Responsible for checking the member eligibility, benefits, membership status as well as using points to burn & earn correctly. ? Service provide by communicating and assisting individuals to understand member needs, give advice and suggestions. ? Responsible for customer feedback, complaints and manage service recovery to customers. ? Understand and be able to use the Loyalty program tools effectively. ? Investigating problem and propose solution for any complaints resulting from the loyalty program. ? Work closely with the customer touch points (hotels, call center, sales managers...etc.) to develop processes related to the loyalty program. ? Co-ordinate with the Marketing team for any marketing initiatives that will enhance customer experience with our loyalty program. ? Proactive in identifying future & potential operational issues. ? Prompt action and effectively communication with the technical team partners / third service providers when there is any technical issues arise.