Loyalty Representative - Taytay

Role Overview

Building a loyal customer-base is all about being a product knowledge and value proposition expert. In this key role, you will be managing the end-to-end needs of our customers. Youll also handle calls from people who are thinking about switching service providers. Youll listen patiently and empathetically, track information, and apply consultative skills regarding our services/pricing.

The method is simple:

Connect with your customer by understanding the needs of his/her household

Probe by asking the right questions to get to the root of the matter

Propose solutions, resolve issues, overcome objections

Close confidently

As such, your knack for actively listening and applying your vast product knowledge will assure customers that they made an excellent choice in choosing Bell. Also, your problem-solving skills will not only diffuse situations, but point out new value and result in an upsell.

This role is best suited for passionately curious minds think you've got what it takes?

The Day-to-Day

Stay on top of Bell's products and services, current offers, and promotions

Be curious and knowledgeable about the competition

Identify and resolve all customer concerns with an end-to-end approach, consulting colleagues if necessary, and upsell existing offers afterwards

Convert Uno or Duo customers into "Trio"!

Establish customer relationship thru effective soft skills

Retain customers by highlighting the benefits of their existing plan and the premium service they are currently enjoying

The Qualifications

Advanced negotiation skills

Ability to highlight the features and benefits that matches the customers needs

Capacity for listening, strong negotiation skills and ability to overcome objections

Customer-centric mentality

Sales experience preferred

Advanced communication and computer skills

At least 6 months experience handling sales & retention account (BPO)