About the Company
Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for clients in over 40 countries. We offer a comprehensive suite of services, from customer engagement and digital transformation to retention and loyalty programs, all designed to deliver exceptional results. At Concentrix, we believe in empowering our people to create positive outcomes for both our clients and their customers, fostering a culture of innovation, growth, and continuous improvement.
Job Description
Are you passionate about building lasting customer relationships and preventing churn? Concentrix is seeking a dedicated and empathetic Retention Specialist to join our dynamic team in Quebec City. In this role, you will be the frontline hero, engaging with customers at risk of discontinuing their service, understanding their needs, and providing tailored solutions to re-engage them. This position requires exceptional communication skills, a problem-solving mindset, and a genuine desire to deliver outstanding customer loyalty.
Key Responsibilities
- Proactively contact customers identified as at-risk of churn to understand their concerns and reasons for potential departure.
- Actively listen to customer feedback, identify root causes of dissatisfaction, and empathize with their situation.
- Develop and present customized solutions, product offerings, or service adjustments to retain customers.
- Negotiate and resolve complex customer issues, demonstrating strong decision-making skills while adhering to company policies.
- Document all customer interactions, feedback, and resolutions accurately in the CRM system.
- Collaborate with internal teams, including sales, customer service, and product development, to improve the overall customer experience and reduce churn.
- Meet and exceed individual and team retention targets and key performance indicators (KPIs).
Required Skills
- Minimum 1 year of experience in customer service, sales, or retention.
- Excellent verbal and written communication skills in both English and French.
- Strong negotiation and persuasion abilities.
- Proficiency in using CRM software and other customer interaction tools.
- Demonstrated ability to handle difficult customer conversations with professionalism and empathy.
- Problem-solving aptitude and ability to think critically under pressure.
Preferred Qualifications
- Previous experience specifically in customer retention or loyalty programs.
- Post-secondary education in Business Administration, Marketing, or a related field.
- Familiarity with the Concentrix service portfolio or similar BPO environments.
- Experience working in a target-driven environment.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for professional development and career advancement.
- Dynamic and supportive team environment.
- Employee assistance program (EAP).
- Performance-based incentives and bonuses.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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