Specialist - Customer Loyalty

About this role

In Short

Our Happiness Delivery team is growing, and with this comes the exciting opportunity to become a Customer Loyalty Specialist as a part of the Customer Care team. You will be responsible for supporting the development and implementation of strategies to retain existing customers and maintain their loyalty. Your main mission will be to WOW the un-wowed customers by enhancing satisfaction, delivering personalized solutions and fostering long-term relationships with our valued fans, while collecting valuable inputs for long-term customer experience improvements.

Your Mission

• Serve as a trusted guide for high-impact customer concerns, including escalated cases from other customer service teams via phone, email, or chat. You’ll be backed by clear frameworks and strong team support to turn challenging situations into positive outcomes.

• Act as a point of contact to our retail stores to provide aligned decisions in moments of trust

• Proactively connect with at-risk customers to address their concerns and build brand trust and loyalty

• Contribute to root cause analysis by creating reports and providing feedback on customer interactions

• Continuously improve our processes within Happiness Delivery by providing crucial feedback to the Coaching and Quality Assurance teams, as well as other key stakeholders

Your Story

• At least 2 years of customer service experience, including experience handling escalated cases

• Demonstrated passion for delivering happiness and wow-moments!

• Strong communication and interpersonal skills

• Proven ability to handle customer concerns and de-escalate conflicts

• Strong problem-solving and analytical skills

• Ability to work well in a team environment

• Strong organizational and time management skills

• Proficiency in relevant software, such as CRM and customer service tools

• Experience in customer retention or customer service management is a plus

• Business fluency in English

Your Team

At On, delivering happiness is not just a word, but it’s a mission. And that’s also why we call our customer service team Happiness Delivery. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work. You will work closely with our Teams across Berlin, Zurich and Portland, and our external partners based in Egypt and the Philippines.

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