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Posting Number: 13027
Area: Other
Posting Agency: Watton Employment Services Inc./Northumberland
Application Method: Email your resume to:

Note: Please Apply for a job only in the manner specified Failure to do so may result in your application not being properly considered for the position.
Submit Application By: 08-Mar-2019
Job Type: Sales and service occupations
Student Job: No
Job Title: Retention/Escalation Agent
Job Description: This is a customer service role supporting front-line Customer Service agents in out-bound, in-bound and online platforms. This Agent will be utilizing computerized systems, maintaining customer history, updating data and problem-solving web based escalations. The Agent will be responsible for handling complex escalation requests, and acting as an expert stop-save resource for retention calls and win-backs. The successful Agent will be trained to have extensive knowledge of processes, procedures and understand consumer products. They must also have general knowledge of web site navigation. Within this department, call handling times are generally longer than general agent calls with minimal scripting. This Agent will also be required to perform various administrative functions such as emails and escalated In-bound and out-bound calls.
Number of Positions: 1
Hours per Week: 40.0
Days/Hours of Work: Call Centre / Department Hours: Mon-Fri 6AM-8PM Sat-Sun: 6AM-4PM Days of Week Required: Monday Sunday Minimum Hour per Week: 32 Status: Full-time, Permanent
Training Details: Location: Oshawa Department: Toronto Star Concentrix provides our associates with: Medical, Dental Benefits and Pension Plan Career Advancement opportunities Free Parking and Transit accessible On-Site Cafeteria and Extras: Employee Events and Social Committee, Free Wi-Fi and Corporate Discounts on everything from tickets and dining to shoes and travel
Additional Information: Job is: Permanent Full Time
References Required: No
Void Cheque Required: No
Uniform: No
Job / Location is Wheelchair Accessible: No
Insurance Type: WSIB
Qualifications: High School Graduation or equivalent. College or University diploma preferred. Must have a general knowledge of windows and web-based applications. Ability to counter customer decisions to close their accounts - retention strategy. Minimum 2 years of experience in Customer service Previous experience in a call center is preferred. Requires strong retention skills
Working Conditions: Responsibilities: Demonstrates problem-solving skills and active listening skills. Excellent communication skills (verbal and written). Expect Retention of customers canceling subscriptions. Responsible for in-bound and out-bound calling on complaint resolution and win-back for high valued customers. Ability to handle all customer interactions in a professional and efficient manner.
Status: Active