Customer experience and customer loyalty specialist

As a specialist, you will ensure the retention of customers who are considering canceling their service, using different customer loyalty and retention techniques, and leveraging your strong persuasion skills. You will also have the role of communicator with the various Neolegal teams in order to improve and train the teams on an exceptional customer experience.

• Job Requirements

• Proficiency in English and French essential;
• Good communication and negotiation skills over the phone;
• Proven power of persuasion;
• Autonomy, efficiency, ability to manage several files at the same time;
• Teamwork skills and organizational skills;
• Comfortable in a technological environment;
• Comfortable with team training;
• Good teacher and a mind in solution mode.

Job duties

• Ensure the retention of customers who are thinking of canceling their service;
• Achieve our retention goals using your strong customer service skills and persuasiveness;
• Promptly follow up on voice messages, emails and retention letters in order to respond, within the same business day, to the customer's cancellation request;
• Know our products and services;
• Obtain all relevant information about the client and process all required documentation to ensure file accuracy, while providing excellent customer service;
• Training of company teams for continuous improvement of the customer experience;
• All other related tasks.

Advantages

• Permanent position, full time
• Competitive salary
• 3 weeks vacation
• Group insurance for full-time position
• Respect for work/life balance
• Integration into a dynamic team with the ambition of developing the legal profession