Job Summary
The Jr. Agent for Sales Retention Team will be responsible for supporting clients’ Mid Markets, initially focusing on Wireline customers, with the potential to expand into Mobility in the future. This role will require customer retention and account management by actively engaging with clients to ensure continued satisfaction and successful contract renewals.
The role will also be responsible for managing sales and contract renewals, addressing billing inquiries, providing Day 2 order support, and handling other account management functions. As a direct extension of client’s sales organization, the team will be the day-to-day contact for both telco sellers and their customers, ensuring seamless and professional experience.
Job Responsibilities
• Engage with customers to drive contract renewals and retain business.
• Conduct sales activities over the phone, clearly articulating value propositions and handling objections.
• Provide account management support including follow-ups, proactive customer engagement, and relationship management.
• Address billing-related issues, coordinate resolutions, and maintain documentation of customer interactions.
• Offer Day 2 order support, ensuring follow-through on customer needs after initial order placement.
• Serve as a liaison between client’s sellers and customers, ensuring timely and accurate communication.
• Document and escalate issues as needed to appropriate internal client and CGI teams
• Set up a call back for follow up for deal closure
Qualifications
• Strong verbal and written English communication skills, with the ability to explain complex topics in simple, concise language.
• Comfortable with customer-facing conversations via phone, with confidence in managing sales discussions and customer concerns.
• Preferred background in sales, tele sales, or customer retention roles; however, fresh graduates or no experience in sales are welcome to apply as long as they demonstrate strong communication skills and the ability to comprehend and manage call scenarios.
• Excellent interpersonal skills, with the ability to build rapport and trust with clients.
• Organized, detail-oriented, and capable of managing multiple tasks simultaneously.
• Strong problem-solving skills and ability to navigate billing and order support tools effectively.
• Amenable to work on a shifting schedule
• Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset
• Able to handle conversations without a script and can offer value added services
• Proficient in using Microsoft Office tools systems or support tools; organized and detail oriented.
• Can handle customer objection and offer issue resolutions.
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