Distributel

Call Center, Retention Specialist

CA-QC-Montreal | CA-ON-Ottawa
Reference No.
CCRS-MB-4020-MTL
Job Category
Customer Service/Support
Type
Full Time
Career Level
Entry Level, Experienced

Job Description

Retention Specialist

 


As a member of the retention team at Distributel, you will join a dedicated team of professional specialists who key role is to retain the customer while providing exceptional customer service.


KEY RESPONSIBILITIES 

 

 

• Attempt to retain customers who have expressed an interest in cancelling their service
• Address any customer issues by listening, analyzing and finding a mutually beneficial resolution
• Process existing clients' requests, providing product support by telephone or by email.
• Provide feedback on any meaningful issues that can help in upgrading customers experience
• Process credits/refunds, follow escalations and priorities in accordance with existing procedures
• Serve a senior specialist within the call center, demonstrating strong work ethic, great judgement skills and a good resource for others
• Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls

 


Working Conditions


• Will remain at their workstation for extended periods of time

 

Computer Skills and Software Used

 

Microsoft Office Suite
Microsoft Lync
Proprietary software (DAS…)

 

EMPLOYEE REQUIREMENTS

 


Education and Training

 

Education: High School or equivalent
Experience: Sales and/or customer service: 3 years

 

Skills and Aptitudes

 

• Bilingual (English & French)
• High School Diploma
• Sales and /or customer service: 3 years
• Proficiency with computer tools (Microsoft Office)
• Sales and/or customer service experience
• Meet the retention department’s target requirements
• Call Centre experience, a definite asset
• Strong writing skills (English & French)

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