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Position Snapshot: Remote - Bilingual Retention Specialist
Job Type: Full Time, Permanent
Work Schedule: There are openings in multiple shifts: 8:00am-4:00pm; 9:00am-5:00pm; or 12:00pm-8:00pm - all postings are EST with working days of Monday - Friday, averaging 40 hours/week
Compensation: $19.35 CAD/hour
Start Date: Immediately, pending candidate availability
The Big Picture: The longer the relationship lasts, the stronger it becomes!
Retention is about creating lasting relationships that go beyond the initial interaction. It’s not just about keeping clients—it's about continuously adding value, understanding their needs, and consistently exceeding expectations. On a daily basis, you will serve as the primary and secondary point of contact for our clients, your proactive attitude, strong organizational skills, and problem-solving abilities will ensure that all solutions are delivered efficiently and with a personalized touch. By focusing on delivering exceptional experiences, fostering open communication, and aligning with long-term and company goals, you create a foundation where clients feel valued, engaged, and motivated to stay.
Position Summary - Responsibilities:
Receive and handle all inbound and outbound escalations in a timely and professional manner.
Receive and handle inbound calls in a timely and professional manner
Offer exceptional customer experiences by providing tailored solutions - using logic and critical thinking and all parameters, where appropriate
Proactively identify and address potential issues or concerns of escalated cases, ensuring customer satisfaction and retention.
Develop and maintain strong relationships with clients, understanding their needs and goals to enhance loyalty and long-term engagement.
Liaise with the appropriate department representatives to address any customer concerns or inquiries.
Provide feedback and insights to internal teams regarding customer sentiment, trends, and pain points, contributing to service improvement and retention strategies.
Exercise administrative skills in using and maintaining all CRM databases and systems, void of error.
Deliver first-class customer experiences answering questions and providing information in response to concerns and requests.
Identify upsell or cross-sell opportunities within existing accounts, providing additional value while maintaining a focus on customer retention.
Perform other tasks assigned by the direct supervisor as, and when, required.
Qualifications - What will make you successful:
Experience working in a call centre environment (preferred)
Self motivated individuals who are able to work with little supervision
Possesses excellent verbal and written communication skills
Empathetic and professional towards customers
Strong organizational skills and the ability to multitask
Possesses an eagerness to learn and work in a team setting
Robust ability to problem solve under pressure and seek support when appropriate. Our ideal candidate is resilient and takes initiative to examine problems through both an analytical and creative lens
Must be bilingual in both French and English written and oral communications
General Requirements:
A private, quiet, distraction-free, workspace with a door you can shut and work without interruption.
Disciplined work ethic - a self-starter with the ability to work independently in a fast-paced environment.
Individual headset equipment is preferred
Access to a personal laptop and/or computer
Network Requirements:
Internet Download Speed of 50 Mbps or greater
Internet Upload Speed of 15 Mbps or greater
Connection has less than 100ms of latency (ping)
Hotspots, dial-up and wireless connectivity are not acceptable connections.
