Customer Care Loyalty Specialist - Bilingual

Xplore Inc.; Fredericton; On-site; CAD 40,000 - 50,000; Full time

Job summary

Xplore Inc. seeks a Bilingual Customer Care Loyalty Specialist to improve customer retention and experience in Fredericton. Ideal candidates will possess strong customer service skills, critical thinking, and the ability to effectively communicate in both English and French. Join a company committed to delivering innovative broadband services for rural Canadians.

Qualifications

• Minimum 6 months CSR experience.
• Excellent verbal and written communication skills.
• A 'Get It Done Attitude.'

Responsibilities

• Retain customers by reselling the value of Xplore’s products and services.
• Resolve customer issues through cross-departmental collaboration.
• Participate in proactive churn mitigation programs.

Skills

Customer Service

Critical Thinking

Negotiation

Interpersonal Skills

Bilingualism (English/French)

Education

Post-secondary education

Tools

Microsoft Office

Job description

Customer Care Loyalty Specialist - Bilingual

Join to apply for the Customer Care Loyalty Specialist - Bilingual role at Xplore Inc.

Customer Care Loyalty Specialist - Bilingual

1 day ago Be among the first 25 applicants

Join to apply for the Customer Care Loyalty Specialist - Bilingual role at Xplore Inc.

Xplore Inc. isCanada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

We are looking for a Bilingual Customer Care Loyalty Specialist to join our Customer Care Loyalty team in Cornwall/Fredericton/Woodstock offices.

The successful candidate will work to improve the customer experience across all departments of Xplore and drive retention for at-risk customers. The Customer Care Loyalty Specialist will be involved in reactive and proactive customer situations with the intent to facilitate an issue resolution as well as identify customer experience gaps and potentially drive a business process change. The Customer Care Loyalty Specialist will resell our commitment back to our customer’s and restore faith in Xplore services.

Key Responsibilities Include

• Effectively retaining customers by utilizing strong listening, critical thinking and sales skills to effectively resell the value of Xplore’s products and services.
• Interacting and partnering cross functionally with key departments (Billing and Collection, CCCS, and Marketing etc.) in order to resolve customer issues. This includes live consultation and case escalation with follow up to ensure resolution has been completed.
• Identifying new business practices that could be introduced by Customer Care and Marketing or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Participating in proactive outbound churn mitigation programs in order to pilot new churn mitigation strategies. This may also include outbound calling to repeat callers and other at-risk-churn customers to ensure issue resolution has been achieved.
• Sharing best practices for churn mitigation strategies with peers and Team Manager on a frequent basis.
• Documenting customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
  
  

The Ideal Candidate Will Possess

• Bilingualism (French/English)
• Post-secondary education or equivalent experience is preferred.
• Minimum 6 months CSR experience.
• Strong working knowledge of Microsoft Office programs such as Word and Excel.
• Excellent communication skills, both verbal and written.
• Well-developed customer service skills, negotiation skills, interpersonal skills and organizational skills.
• A “Get It Done Attitude.”
  
  

#XploreJobsCA

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Telecommunications

Referrals increase your chances of interviewing at Xplore Inc. by 2x

Get notified about new Customer Care Professional jobs in Fredericton, New Brunswick, Canada.

Customer Service Representative (Motivator) - Fredericton Uptown Centre

Workplace Services Professional (12 months contract)

Fredericton, New Brunswick, Canada 2 weeks ago

Fredericton, New Brunswick, Canada 2 weeks ago

Part Time Customer Service Representative

Fredericton, New Brunswick, Canada 2 weeks ago

Fredericton, New Brunswick, Canada 2 weeks ago

Overnight Customer Service Representative

Fredericton, New Brunswick, Canada 2 weeks ago

Oromocto, New Brunswick, Canada 1 week ago

Fredericton, New Brunswick, Canada 2 weeks ago

Overnight Customer Service Representative

Fredericton, New Brunswick, Canada 5 days ago

Fredericton, New Brunswick, Canada 2 months ago

Fredericton, New Brunswick, Canada 4 days ago

Part-Time Customer Service Representative

Fredericton, New Brunswick, Canada 15 hours ago

Fredericton, New Brunswick, Canada 2 days ago

Part Time Customer Service Representative

Oromocto, New Brunswick, Canada 2 weeks ago

Overnight Customer Service Representative

Overnight Customer Service Representative

Oromocto, New Brunswick, Canada 4 days ago

Part Time Overnight Customer Service Representative

Oromocto, New Brunswick, Canada 2 weeks ago

Fredericton, New Brunswick, Canada 5 days ago

Fredericton, New Brunswick, Canada 2 weeks ago

Fredericton, New Brunswick, Canada 5 days ago

Fredericton, New Brunswick, Canada 2 days ago

Fredericton, New Brunswick, Canada 3 weeks ago

Oromocto, New Brunswick, Canada 2 weeks ago

Oromocto, New Brunswick, Canada 2 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.