Job Title: Loyalty Programme Customer Support Executive
Department: Customer Experience / Customer Support
Location: [Gurugram]
Employment Type: Full-Time
Job Overview
We are looking for a customer-focused and empathetic Loyalty Programme Customer Support Executive to act as the primary point of contact for our valued loyalty program members. You will help customers navigate our rewards platform, resolve point-accrual or redemption discrepancies etc.
Key Responsibilities
Assistance Member: Respond to inbound inquiries via phone, email, regarding coupons balances, tier upgrades, coupons eligibility for redemption/insurance and account updates.
Issue Resolution: Investigate and resolve missing points, failed coupons redemptions, and promotional code errors within the defined turnaround time.
Program Education: Proactively guide customers on how to maximize their membership benefits, earn bonus coupons, and redeem payout.
Feedback Collection:
Document common member pain points, technical glitches, and feedback, sharing insights with the product and marketing teams to improve the program.
Retention Focus: Build positive rapport during every interaction to foster brand loyalty, minimize member churn, and drive program engagement.
Required Qualifications & Skills
Experience: 1 to 3 years of experience in customer support, retail care, or a loyalty/rewards desk setting.
Communication Skills: Excellent verbal and written communication skills in English & Hindi (and proficiency in regional languages if applicable).
Empathy & Patience: Strong interpersonal skills with a patient and positive attitude when handling member frustrations.
Technical Savvy: Comfortable navigating in MS Office (Excel), and backend loyalty management portals.