Advocate, Customer Loyalty, ICG

Bell; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading telecommunications company in Canada is seeking a Retention Agent to manage customer calls aiming at retaining services. The role requires fluency in Mandarin and French, alongside essential customer service skills. Candidates will support customers, resolve issues, and help improve the customer experience. This position offers the flexibility of remote work across Canada, contingent on operational needs, while collaborating with various departments to ensure customer satisfaction.

Qualifications

• Minimum 2 years of customer service experience, ideally in a call center or retention role.
• Comfortable with computer tools and quick to learn new software.
• Ability to work in a fast-paced environment with changing priorities.

Responsibilities

• Handle customer calls focused on retention and resolve escalations.
• Provide relevant feedback to improve customer experience.
• Make outbound calls to customers who requested cancellation.

Skills

Fluency in Mandarin

Fluency in French

Problem-solving

Active listening

Strong communication skills

Education

High school diploma (DES) or equivalent

Tools

CRM system

IP telephony platforms

Microsoft Office

Job description

The Retention Agent is responsible for handling customer calls with the goal of retaining their services and managing escalated calls by applying procedures and finding appropriate solutions. This role requires fluency in Mandarin and French (spoken and written) to provide exceptional support and interpretation when needed. They handle requests from existing customers, provide account and product support, and contribute to improving the customer experience through personalized solutions

Key Responsibilities

• Handle customer calls focused on retention, resolve escalations, and provide support in Mandarin, including interpretation for other departments when needed.
• 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.

Working Conditions

• Schedule: Full-time position with regular weekday hours. Some flexibility may be required to meet operational needs (e.g., weekends or peak periods).
• Work Location: 100% remote (including training), with the possibility of working from anywhere in Canada. Occasional office visits may be requested if the home is within reasonable distance.
• Primarily seated work at a computer, using keyboard and headset, with extended periods of sitting.
  • 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.

Tools & Technology Used

• Customer Relationship Management (CRM) system.
• IP telephony platforms and call center software.
• Messaging and email tools (e.g., Teams, Outlook, Slack).
• Office suite (Microsoft Office).

Credentials

• 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) required; English is an asset.
• Comfortable with computer tools and quick to learn new software.
• Strong communication skills, active listening, and problem-solving ability.

Bilingualism required: As part of the job, this candidate will be required to produce documents and speak in Mandarin and French; English is an asset.