Advocate, Customer Loyalty, EBOX
Description
The Retention Agent is responsible for handling customer calls, managing escalated calls to retain customer services, and applying procedures to find appropriate solutions. This role requires fluency in Mandarin and French to provide exceptional support and interpretation, assisting existing customers with account and product support, and improving the overall customer experience through personalized solutions.
What We're Looking For
Handle customer calls focused on retention, resolving escalations, and providing support in Mandarin, including interpretation for other departments.,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.,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.
Ideal Candidate
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); English is an asset.,Comfortable with computer tools and quick to learn new software.,Strong communication skills, active listening, and problem-solving ability.
Minimum Education
High school diploma (DES) or equivalent
Hard Skills
Soft Skills
Work Hours
Full-time position with regular weekday hours; some flexibility may be required to meet operational needs (e.g., weekends or peak periods).
Benefits
Employees at Bell enjoy comprehensive health and dental coverage, pension plans, and exclusive discounts on Bell products and services. The company also provides wellness programs, mental health support, and opportunities for professional advancement through graduate and internship programs.
Special Commitments
Bilingualism required (Mandarin and French, spoken and written).,Occasional office visits may be requested if the home is within reasonable distance.
About the Company
Bell Canada
Bell Canada is the country's largest communications company, providing consumers and businesses with solutions for all their communications needs. The company offers a wide range of services including high-speed fibre internet, 5G wireless networks, digital TV, and enterprise-level AI and cloud solutions. Bell is committed to connecting Canadians from coast to coast while fostering innovation through significant infrastructure investments.
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