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Agent (support and sales), Loyalty & Customer Retention - FOCUS by TELUS

Sherbrooke, QC
Full Time
3 days ago

Join our team

FOCUS, a TELUS company, is a leader in Canada's fleet and fuel management industry. Located in the heart of Sherbrooke, a stone's throw from the Lac-des-Nations, FOCUS is a dynamic team with a strong sense of belonging and an abundance of ideas. We're looking for people who are passionate about technology, experts in their fields, and focused on providing exceptional customer service.

FOCUS by TELUS is a fleet management software system that enables cities and businesses to reduce their environmental footprint by better managing human and material resources.

Here's the impact you'll make and what we'll accomplish together

Under the supervision of the Team Leader, Loyalty & Customer Retention, you'll be involved in daily customer service activities to increase customer loyalty and retention.

Here's how
    •You'll be responsible for processing all requests from existing customers.
    •Take charge of incoming customer calls, emails and/or online chat sessions.
    •Manage customer activation and training for their users, and provide technical information and advice in line with their needs.
    •Prepare and submit quotes and track their progress with customers.
    •Establish lasting relationships with users.
    •Collaborate with a variety of internal stakeholders,including the management, technical support and development teams, to manage customer expectations and deliverables and to ensure accountability of the various stakeholders.
    •Maintain the company's customer loyalty policies.
    •Provide management with a report on market trends, the competition, and needs and opportunities that will allow us to offer added value to our customers.
    •Document interactions with our current and potential customers in detail in our customer relationship management (CRM) system.


Required skills and abilities
    •3 to 5 years of experience in a similar position.
    •Ability to communicate in a professional and articulate manner, both orally and in writing.
    •Ability to summarize information and structure its content.
    •Excellent presentation and negotiation skills.
    •Results-driven and focused on sealing the deal.
    •Empathetic listener and convincing communicator.
    •Readily master various IT tools (CRM, videoconferencing, online meetings, screen sharing and webinars, office software and online presentation tools).
    •Passionate about technology.
    •Bilingual in French and English.

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
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