Trilingual Customer Success Specialist (Mandarin/Cantonese) (Parental Leave Replacement)

Embark Student Corp.; Mississauga; Sur place; CAD 45 000 - 55 000; Plein temps

Résumé du poste

A financial services firm in Peel Region seeks a Trilingual Customer Success Specialist to manage and retain clients during a parental leave replacement. This role focuses on providing excellent customer service in Mandarin and Cantonese while implementing retention strategies to enhance the customer experience. Candidates should have strong interpersonal skills and at least six months of relevant experience. Competitive salary between $45,000 and $55,000 is offered for this position.

Qualifications

• Bilingualism in Mandarin & Cantonese is a requirement for this position.
• Minimum 6 months of experience in loyalty or retention-focused teams.
• Proven ability to set and achieve objectives.

Responsabilités

• Deploy retention tactics with existing clients.
• Encourage maximum value from customer RESP.
• Conduct regular account reviews for clients.

Connaissances

Fluent in Mandarin & Cantonese

Strong interpersonal skills

Customer-centric approach

Analytical skills

Team player

Outils

Microsoft Excel

Description du poste

Trilingual Customer Success Specialist (Mandarin/Cantonese) (Parental Leave Replacement)

We are looking for a trilingual (Mandarin & Cantonese) customer success specialist to replace a parental leave position. Candidates must be fluent in both languages.

Application Deadline: 31 December 2025

Department: Customer Success

Location: Head Office

Compensation: $45,000 - $55,000 / year

Responsibilities:

• Deploy established retention tactics when engaging with existing clients who are looking to cancel or transfer out their Embark account
• Encourage customers to maximize the value of their RESP through account management activities
• Being a licensed specialist, act as a subject matter expert on the RESP product, features and benefits
• Leverage your experience, skills and capabilities to make complex concepts simple and understandable
• Focus and deliver on retention, revenue, and reference ability within our customer base.
• Proactively manage and retain existing customers by building strong relationships.
• Execute and improve upon current customer retention strategy in an inbound and outbound call center environment.
• Establish trust and credibility through regular communication and effective relationship-building strategies.
• Conduct regular check‑ins, account reviews to ensure customers are maximizing the value of their RESP, obtaining all eligible grants, and leveraging opportunities for new business.
• Contribute to the overall growth of the firm by growing both our client base and assets under management.
• Identify upsell opportunities and convert existing customer base to new product offering(s) in collaboration with product and sales teams to drive revenue growth.
• Responsible for various outbound activities such as those related to potential loss of business and balance build.
• Operational tasks on executing the cancellation of customers plans, if needed.
• Maintain up‑to‑date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience.
• Contribute to the success of the team by willingly assisting others.
• Perform other duties as required outside of those mentioned above.

Qualifications:

• Bilingualism in Mandarin & Cantonese is a requirement for this position
• Minimum 6 months of experience in loyalty or retention‑focused teams
• Strong interpersonal and negotiation skills
• Customer‑centric approach, providing financial advice when appropriate, by ensuring that our customers understand all the benefits of their RESP at each stage of its lifecycle including balance building, grant maximization and strategic withdrawals
• Autonomy and excellent judgement
• Analytical skills with attention to detail
• Good stress management
• Ability to work in a team environment as well as individually
• Strong financial acumen
• Experience in partnership relations and virtual management
• Result‑oriented and focused on business/operational improvements
• Proven ability to set and achieve objectives
• Team player with ability to multitask
• Ability to synthesize large volumes of data in order to derive trends and patterns
• Flexible and open to accept change and constantly strive to improve processes
• Experience in Microsoft Excel and reporting background will be considered an asset
• Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada.