Advocate, Customer Loyalty, EBOX

• Handle customer calls focused on retention, resolve escalations, and provide support in Mandarin, including interpretation for other departments when needed.
• Address customer concerns by listening, analyzing, and proposing resolutions.
• Provide relevant feedback to improve customer experience.
• Track priorities and escalated cases.
• Serve as a reliable resource for the team.
• Use retention tools and plans wisely.
• Perform administrative tasks related to calls.
• Contribute to cost and risk management.
• Make outbound calls to customers who requested cancellation through another department.

• Schedule: Full-time position with regular weekday hours. Some flexibility may be required to meet operational needs (e.g., weekends or peak periods).
• Work Location: 100% remote (including training), with the possibility of working from anywhere in Canada. Occasional office visits may be requested if the home is within reasonable distance.
• Primarily seated work at a computer, using keyboard and headset, with extended periods of sitting.

• Ability to work in a fast-paced environment with changing priorities.
• Complex decision-making and real-time problem-solving.
• Extended concentration to analyze customer needs.
• Handling sensitive situations and defusing difficult conversations professionally.
• Collaborating with multiple departments and maintaining a positive attitude under pressure.

• Customer Relationship Management (CRM) system.
• IP telephony platforms and call center software.
• Messaging and email tools (e.g., Teams, Outlook, Slack).
• Office suite (Microsoft Office).

• High school diploma (DES) or equivalent.
• Minimum 2 years of customer service experience, ideally in a call center or retention role.
• Fluency in Mandarin and French (spoken and written) required; English is an asset.
• Comfortable with computer tools and quick to learn new software.
• Strong communication skills, active listening, and problem-solving ability.

• Excellent communication, active listening, empathy, and persuasion skills.
• Good judgment, analytical thinking, and discernment to propose suitable solutions.
• Comfort with technology and ability to learn quickly.
• Organization, autonomy, and adherence to procedures.
• Resilience, stress management, and positive attitude in a dynamic environment.
• Team spirit, collaboration, and customer service orientation.
• Curiosity, resourcefulness, and initiative.

Bell