Advocate, Customer Loyalty, ICG

The Retention Agent is responsible for handling customer calls with the goal of retaining their services and managing escalated calls by applying procedures and finding appropriate solutions. This role requires fluency in Mandarin and French (spoken and written) to provide exceptional support and interpretation when needed. They handle requests from existing customers, provide account and product support, and contribute to improving the customer experience through personalized solutions

KEY RESPONSIBILITES:

• Handle customer calls focused on retention, resolve escalations, and provide support in Mandarin, including interpretation for other departments when needed.
• Address customer concerns by listening, analyzing, and proposing resolutions.
• Provide relevant feedback to improve customer experience.
• Track priorities and escalated cases.
• Serve as a reliable resource for the team.
• Use retention tools and plans wisely.
• Perform administrative tasks related to calls.
• Contribute to cost and risk management.
• Make outbound calls to customers who requested cancellation through another department.

WORKING CONDITIONS:

• Schedule: Full-time position with regular weekday hours. Some flexibility may be required to meet operational needs (e.g., weekends or peak periods).
• Work Location: 100% remote (including training), with the possibility of working from anywhere in Canada. Occasional office visits may be requested if the home is within reasonable distance.
• Primarily seated work at a computer, using keyboard and headset, with extended periods of sitting.
  
  • Ability to work in a fast-paced environment with changing priorities.
  • Complex decision-making and real-time problem-solving.
  • Extended concentration to analyze customer needs.
  • Handling sensitive situations and defusing difficult conversations professionally.
  • Collaborating with multiple departments and maintaining a positive attitude under pressure.

TOOLS & TECHNOLOGY USED:

• Customer Relationship Management (CRM) system.
• IP telephony platforms and call center software.
• Messaging and email tools (e.g., Teams, Outlook, Slack).
• Office suite (Microsoft Office).

CREDENTIALS: 

• High school diploma (DES) or equivalent.
• Minimum 2 years of customer service experience, ideally in a call center or retention role.
• Fluency in Mandarin and French (spoken and written) required; English is an asset.
• Comfortable with computer tools and quick to learn new software.
• Strong communication skills, active listening, and problem-solving ability.

SKILLS & ABILITIES:

• Excellent communication, active listening, empathy, and persuasion skills.
• Good judgment, analytical thinking, and discernment to propose suitable solutions.
• Comfort with technology and ability to learn quickly.
• Organization, autonomy, and adherence to procedures.
• Resilience, stress management, and positive attitude in a dynamic environment.
• Team spirit, collaboration, and customer service orientation.
• Curiosity, resourcefulness, and initiative.

Bilingualism required: As part of the job, this candidate will be required to produce documents and speak in Mandarin and French; English is an asset.