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Loyalty & Retention Specialist

2 weeks ago

Canada Staples Full time

**Some of what you will do**:
Loyalty & Retention Specialists play a pivotal role in upholding our commitment to exceptional customer experiences. We prioritize customer satisfaction by addressing cancellation requests, billing inquiries, and fostering proactive retention strategies in collaboration with various teams.

**Specifically, You Will**:

- Champion our high standards for customer experience by efficiently handling cancellation requests and addressing billing inquiries.
- Collaborate with cross-functional teams to ensure a seamless customer journey and enhance overall satisfaction.
- Lead by example, providing top-notch support to customers and subscribers while identifying opportunities for proactive retention.
- Actively participate in process improvement projects to continuously enhance our service delivery.

**Some of what you need**:

- 3-5 years of experience in a customer service environment, with a focus on retention preferred.
- Exceptional communication skills, both verbal and written, coupled with strong interpersonal and organizational abilities.
- A customer-centric mindset with a dedication to exceeding customer expectations.
- Proficient negotiation skills to navigate challenging situations with internal and external stakeholders.
- Fluency in both English and French is required.

**Some of what you will get**:

- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
- And more...

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