Client Retention Specialist
Beyond FinanceSalary not specified
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Enterprise SoftwareIndustries
Requirements
- Experience in customer service
- Proficiency in French and English (both oral and written), as frequent communication is required with colleagues, clients, and partners in Quebec, the rest of Canada, and the United States
- Ability to analyze client needs and overcome their objections
- Rigor in updating client files
- Skill in probing clients by phone to assess their satisfaction level with software usage
- Interest in participating in other customer service-related projects
- Nice-to-have
- Experience in a call center
Responsibilities
- Welcome clients who wish to cancel their contract or express dissatisfaction
- Handle incoming calls from clients wanting to cancel their contract or expressing dissatisfaction
- Make outgoing calls to engage conversations with at-risk clients to identify their needs and prevent cancellations
- Identify reasons for cancellation and understand client expectations to propose tailored solutions
- Ensure complete follow-up with each client to guarantee their full satisfaction, addressing all aspects of their experience
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What benefits are offered for this position?
The role includes employer-paid group insurance, 3 weeks of paid vacation from the first year (increasing to 4 weeks after 3 years and 5 weeks after 7 years), 5 personal days per year, a group RRSP with employer matching, and an active lifestyle recognition program with an annual bonus.
Is this position remote or office-based?
This is a permanent full-time position located in our Quebec offices.
What skills and experience are required for this role?
Required qualifications include customer service experience, proficiency in both French and English (spoken and written), ease in analyzing client needs, and overcoming objections. A bonus if you have call center experience.
What is the company culture like?
The team is dynamic and focused on providing excellent customer service, with an emphasis on rigor in client file updates, probing client satisfaction, and participating in customer service projects.
What makes a strong candidate for this retention agent role?
Strong candidates have customer service experience, are recognized for their listening skills, approachability, tact, and empathy, and are comfortable working with computer tools.
A1M Solutions
Design and data support for government healthcare
About A1M Solutions
A1M Solutions specializes in providing design, data, and policy-informed support for government healthcare programs, with a focus on serving disadvantaged populations. The company leverages expertise in government healthcare programs, data analysis, and policy/legislation to design effective business strategies and enhance digital service delivery, utilizing agile research and insights to untangle complex problems and generate thoughtful solutions.
Chico, CA, USAHeadquarters
2018Year Founded
VENTURE_UNKNOWNCompany Stage
Consulting, Social ImpactIndustries
11-50Employees
