Distributel

Retention Specialist

Job Locations CA-ON-Ottawa
Reference No.
RSOTT-2018001
Job Category
Customer Service/Support
Type
Full Time
Career Level
Experienced

Job Description

Retention Specialist

 *Must be bilingual French & English

 

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: 2 years

Skills and Aptitudes

  • Bilingual (English & French)
  • High School Diploma
  • Sales and /or customer service: 2 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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