Loyalty Program Specialist

Loyalty Program Specialist

Contract:
6-months contract (with high possibility of extension or moving to permanent)

Location:
Zurich

Start date:
2nd of March

We are looking for a
2nd‑Level Loyalty Program Support Specialist
to handle complex customer inquiries that cannot be resolved by the 1st‑level call center. This role combines
customer communication
,
case investigation
, and
technical problem‑solving
. You act as the escalation point, analyze loyalty system issues, and ensure precise and timely resolutions.

Key Responsibilities

• Handle escalated loyalty program inquiries (points issues, account discrepancies, system errors, failed redemptions).
• Investigate cases across multiple systems (e.g., Clarify, TechSee, CRM, workflow tools) and identify root causes.
• Provide customers with clear written or phone communication regarding case outcomes.
• Create and manage IT tickets when ...