Bilingual Retention Specialist

4 weeks ago

Montréal, Canada Pages Jaunes Solutions Numériques et Médias Limitée Full time

Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
Comprehensive benefits from day one.

This is the Yellow Pages Life and what working at Yellow Pages is all about.

**What is a Retention Specialist at Yellow Pages?**

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages As a Google Premium Partner and Meta Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

The Retention Specialist is responsible for retaining revenue from high-risk customers by demonstrating the value of YP products and services to clients. He/She will resolve any customer dissatisfaction issues, review the customer's service, and recommend solutions while also demonstrating the customer's return on investment. The Specialist will make all necessary follow ups with departments and clients to provide excellent customer service to ensure future customer loyalty.

**Responsibilities**:
**90%**
- Negotiate with customers by recommending solutions aligned with their marketing objectives, encouraging them to pursue their business relationship with Yellow Pages over the long term.
- Gather information regarding the customer's business, determine the main reason why the customer wants to cancel, find a practical solution, and implement it.
- Educate customers about digital marketing strategies and respond to their questions or concerns about their services.
- Ensure that customers' issues are handled promptly and escalated to other departments as required.

**10%**
- Continuous improvement: Help identify improvements to our processes: contract cancellation sources, response times, etc. and recommend process improvements.

**What do you need to be a Retention Specialist at Yellow Pages?**
Qualifications:

- Education: DCS or equivalent
- Perfectly bilingual (English and French)
- Experience (year(s), field(s)): three years' call centre experience in B2B customer service, sales, loyalty and retention (or related fields)
- Experience in digital marketing an asset
- Computer skills: MS Office, Salesforce
Nice to have:

- Entrepreneurial spirit
- Ability to overcome both internal and external objections by demonstrating strong negotiation skills, perseverance and tact
- Excellent abilities in listening, communication, retroaction and synthetizing information
- Strong business acumen and understanding of various business industries
- Capable of working in a fast-paced, high call volume environment
- Ability to build productive business relationships across departments and leadership levels.
- Demonstrating solid judgment and decision-making skills.
- Strong organizational and priority management skills.
- Strong analytical skills, managerial skills and creativity
- Motivated by results and by striving to achieve company-set objectives
- Ability to act swiftly, take risks and operate in a dynamic environment
- Ability to take initiative in various projects
You are ready to join the Yellow Pages adventure as a Retention Specialist ? Send us your resume right now.

**About Yellow Pages**
We’ve been in the game since 1908 and we continue to transform to offer our 125 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 76% of our revenue is generated by digital solutions.

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