Bilingual Retention Centre Associate
City : Toronto, Ontario
Category : Direct Hire
Industry : Recruitment/Staffing
Employer : The Adecco Group
Adecco is currently seeking a highly skilled and motivated Bilingual Retention Centre Associate to join our client's team in Toronto, ON. If you are a customer-focused individual with exceptional communication skills in both English and French Canadian and thrive in a dynamic, fast-paced environment, we invite you to apply for this exciting opportunity.
As a Bilingual Retention Centre Associate, you will play a crucial role in ensuring that our organization's existing lease and retail customers receive exceptional service and support. Your responsibilities will encompass making outbound calls to customers, addressing emails, and managing escalation cases across all our organization's brands. Success in this role will require meeting and exceeding assigned Service Level Agreements (SLAs) and collaborating with the Manager, Loyalty & Retention on various tasks.
Please Note: that this position involves rotating shifts between 8:30 am to 8:00 pm EST.
Duties and Responsibilities:
Conduct daily outbound calls to lease customers, providing accurate lease-end loyalty incentive information, discussing lease-end options, gathering customer intent, and generating leads to support dealer, sales, and retention efforts.
Make outbound calls to lease or retail customers eligible for special sales campaigns, delivering concise program information to support dealer, sales, and retention goals.
Update the servicing system with detailed notes and customer intent after each call.
Achieve daily and monthly KPIs, including outbound call targets, QA score, average handling time for calls, and more.
Address customer questions, concerns, and complaints with compassion, promptness, and courtesy, offering effective solutions.
Maintain a high level of professionalism and establish a positive rapport with every customer, delivering exceptional customer service.
Effectively problem-solve to turn frustrated customers into brand ambassadors, positively impacting the company's bottom line.
Manage time efficiently to ensure prompt customer and dealer callbacks and follow-ups.
Successfully complete monthly and quarterly training courses to support job function.
Handle customer and dealer emails received in a shared inbox.
Previous experience in a customer-facing role or call center environment is preferred.
Automotive finance experience is a plus.
Experience in a corporate work environment is preferred.
College Diploma or University degree is preferred.
Bilingual French Canadian/English proficiency is required, with clear verbal and written communication skills in both languages.
Demonstrated ability to build positive relationships with internal and external stakeholders and gain cooperation and commitment from others.
Self-starter with a team-oriented and results-driven mindset.
Ability to work flexible hours, including day, evening, and weekend shifts.
Strong ability to work independently and proactively problem solve.
If you are a customer service-oriented individual with excellent communication skills in both English and French Canadian and are seeking a challenging role in a dynamic and fast-paced environment, we encourage you to apply.
We offer competitive compensation, outstanding benefits, and the opportunity to work alongside a dedicated team of professionals committed to customer satisfaction and company success.