Bilingual Customer Loyalty and Retention Specialist

: 1241816

**Who we are**

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.

If that’s you, let’s work, learn, and grow together.

**We are building an inclusive and diverse team**

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

**Some of what you will do**:
As a Customer Loyalty & Retention Specialist, you will be the first point of escalation for our team of contact center agents. You will support our high standards for customer experience by handling cancellation requests and acting as an impartial resource for service escalations, partnering with various cross functional teams to deliver a seamless customer experience. In this exciting role, you will serve as an example to the frontline team by providing quality support to our customers and subscribers, you will identify proactive retention opportunities, and participate in process improvement and other projects.

**Specifically, You Will**:
Receives inbound calls from customers for information on subscription services, tech services and/or open
extended warranty claims for replacement or repair of eligible products.
- Actively engage in service solutions sales.
- Facilitate appropriate solutions to ensure customer loyalty.
- Check for existing cases and construct individual case reference files and updates case management data

base / logs, documents new case or updates case information
- Explains the benefits of remote service pathway offers to customers
- Charge customers remotely (via link) for services
- Verifies customer service entitlements using ETS or CRM systems
- Support billing updates using approved methods
- Assists customers in connecting to remote platform
- Conducts outbound calls where requested to advise of payment rejections, service termination, etc
- Conducts outbound calls as necessary to support the approved customer retention strategy
- Conducts outbound call as required to support various contact requests from Tech Services Field

Operations teams (Repair Depots, Remote Agents, Service Advisors, etc.)
- Use computerized system or other tools provided for tracking, information gathering, and issues or concerns

raised by the customer
- Schedule customers in booking tool for subscription and on-site service programs
- Answer inquiries, resolves problems, and contact customers to investigate and resolve customer concerns
- Filter concerns/needs using listening and probing skills to determine root cause.
- Serves as the first point of escalation for frontline agents for customer complaints and requests.
- Identify proactive retention opportunities and participate in process improvement projects.
- Provide information, data and direction to the path options as required.
- Liaison with the Staples Repair Depots, Service Advisors, Remote Agents, Stores and 3rd Party Repair

Vendors to ensure complete customer service excellence
- Perform follow ups on existing cases and close cases as appropriate.

**Some of what you need**:
Initiate and review any escalations with Team Leads, Supervisors or Manager to expedite resolution and
closure of customer issues.
- Respond to all customer follow-ups in a timely manner
- Consults internal tools, computerized data base, manuals, circulars or internal resources for information on

resolution procedures
- Initiates dispatch procedure for hardware pickup / shipment as appropriate for limited product line
- Review updates regularly to remain current with product offerings
- Must have an in-depth understanding of all extended service plan coverage and extended service plan

processes and procedures within the department and externally
- Determine claim eligibility by studying the extended service plan coverage and the terms and conditions;
study any documentation submitted; assemble additional information as required from outside sources and
then enter details into the ETS system

LI-Remote

Bringyourpassion

**Job** Customer Service/Contact Centers

**Location(s)** CA-ON-Mississauga

**Other Locations** Canada

**Schedule** Full-time

**Employment Statement