Customer Services – Loyalty Specialist-1

Contract End Date - 30/10/2026

Responsible for ownership of Inbound calls related to Astron Energy Loyalty program, assist customers with loyalty points, memberships enquiries. Guide customers on applications loyalty programmes and resolve any related queries. Resolve tickets and complaints efficiently and professionally with in SLA.

Strategy development and alignment:

• Responsible for ownership of Inbound calls related to AE Loyalty program, assist customers with loyalty rewards, points, memberships, and promotions, explain and guide customers on how loyalty programmes work and resolve any related queries. Resolve complaints efficiently and professionally with in SLA, guide train and assist customers with the loyalty app and self-help portals, assist with registration to the loyalty programme. Investigate issues and provide suitable solutions to improve the customer experience. Logging and capturing tickets in Hubspot for all loyalty enquiries, Escalation to our loyalty partner via e-mail or call, following up until the enquiry is resolved and closure of the Hubspot tickets logged. Assigning tickets in hubspot to respective mailbox queues and mailbox management. Engage positively with customers to increase satisfaction and trust. Identify opportunities to add value based on the customer's needs and customer communication. Ensuring communication and effective resolution with closure of P24 escalations.

People Management:

• Responsible for Astron Energy Level 1 Support: Manage Self Registration, password reset, access problems. Coordinates tickets for loyal programme
• Responsible for resolving simple customer complaints received against CSC or other departments; complaints against service station staffs, products/services or facilities; complaints against damaged, missing products; complaints against defective and malfunctioning equipment and other customer complaints related to Loyalty

Safety, Health, Environment and Quality Compliance:

• Participates in all safety programs (LPS, Wellnomics, and Stop Work Responsibility/Authority and demonstrates operational excellence and Astron Way values. Completes all required training and Corporate Compliance functions when required.

Operational Efficiency:

• Card ops Support set-up, maintenance and update of Astron Energy South Africa AE Card customer account and card data information, reset, blocking and reactivation of account, card replacement, and account closure. Handles AE Card general inquiries including basic trouble shooting of Point of Sale (POS),. Responds to AE Card merchants’ inquiries regarding payment and reimbursement of their accounts. Handles AE Card Online (SCOL) registration of new users/customers, answers web queries and complaints of registered and non-registered customers and provides general support to all Card online users. Generates various Card reports. Supports the Order to Cash process, Critical primary point of contact for Retail, account and customers of South Africa. Accepts immediate ownership of inquiries and assumes advocacy role in resolving order to cash inquiries and concerns. Accountable for timely resolution of issues within service level agreements and compliance parameters. Works with the different business units including but not limited to Retail, C&I, Pricing, Credits and Logistics in resolving customer inquiries and concerns. Utilize various applications available to assist customers, gather data and resolve issues.

Professional Qualification and Certifications:

• Matric or equivalent (requirement)
• Degree, Diploma or equivalent would be advantageous in marketing

Work Experience:

• 2 – 5 years’ experience:
  • Customer Service or Marketing
  • in-bound customer service call centre experience.

Knowledge and skills:

• SAP Knowledge and experience.
• Communication and writing skills Customer focus, reliability, problem solver.
• Self-driven, results oriented, adaptable, flexible and attention to detail.
• Excellent organization, multi-tasking and time management skills
• Able to work independently and plan/schedule work effectively Build and maintain internal and external stakeholder relationships through professional interaction.