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Bilingual Client Representative - Commercial Retention

Location: 

Montreal, Quebec, CA

Req ID:  30947
Jobs by Category:  Contact Centre
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Join our team & work from home!

 

Safety matters to our customers, so it matters to us! By using our technology and services, we are making businesses and homes safer and more convenient for our customers. We are bringing the power of technology to life and we’re always pioneering innovative equipment and services to keep our customers safe. We are passionate about ensuring we put our customers first and keeping thousands of residential and commercial customers safe and secure.

 

Do YOU share OUR real passion for:

 

  • Advocating for our customers’ needs and creating a personalized experience?
  • Genuinely displaying humanity in every customer interaction
  • Being an exceptional communicator, listen, honest and clear
  • Getting things done by using each other’s unrivalled talents
  • Actively adapting to meet the changing needs of our customers

 

Here’s the impact you’ll make and what we’ll accomplish together:

 

As a Client Representative with our team, you will handle various requests from customers including, cancellation, billing, move and upgrade requests related to their security products and services. Inquiries can come in either by phone or by email. You’ll work towards building customer loyalty by promoting an excellent customer experience, demonstrating the benefits of using our products and services and how doing business with our company will keep them safe! Your successful negotiation skills will play a crucial role in reducing customer attrition. If the customer does not accept your offer, then you will then take care of the cancellation process with the customer.

 

Our team’s schedule is Monday – Friday, from 8am – 8pm.

 

Here’s how:

 

  • You will receive requests for cancellation, billing, move and upgrades of customers, whether by phone or by mail and do necessary follow-ups
  • You can listen, analyze and respond to the needs expressed by our customers to retain them
  • You can assess client needs and create opportunities to upgrade and sell additional services when appropriate
  • Collaborate with different departments when needed, to find an effective solution for your customer
  • You will perform recovery account balances with clients when required
  • You’ll complete necessary follow-up with customers when needed through outbound calls or emails
  • You’ll create an exceptional client experience and be an ambassador for the company
  • You will work to meet the established performance metrics and maintain and participate in a positive work environment through teamwork

 

 

Qualifications

 

You’re the missing piece of the puzzle with your:

 

  • Bilingual (French/English) is preferred
  • Experience in a similar position or other customer service experience
  • Excellent communication skills, both spoken and written, with an ability to understand the customers’ needs to respond appropriately
  • Knowledge of Google suite
  • Ability to maintain composure and professionalism in challenging situations
  • Good judgment and ability to take initiative and make decisions
  • Positive and energetic personality
  • High School Diploma and/or equivalent

 

 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized

1.98 million
High-speed Internet subscribers

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.