Retention Speclialist
Kelly Services Inc
Toronto, ON, Canada
6d ago
  • Retaining customers and ensuring customer satisfaction
  • Responsible for all client communications & conflict resolution.
  • Ensures that client issues are dealt with in an efficient manner while maintaining excellent customer relations.
  • Responds to client's needs with a sense of urgency.
  • Provides ongoing analysis of all retention metrics and reports to management on a regular basis
  • Works within our platforms to search for trends that provide insight into strategy
  • Develops, implement, and manage retention strategies and loyalty program
  • Develops and manages a customer engagement strategy
  • Evaluate, analyze and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to Autos products and service level
  • Accurate and timely processing of retention inquiries (CRM cases, inbound calls and emails)
  • Identify cross-sell and up-sell opportunities and provide the information to sales team
  • Provide reporting, maintaining records, track successful retention
  • Provide front-line exceptional service and problem resolution to call center clients
  • Maintains strong knowledge of new and existing Kijiji product offerings as well as new products in the market, industry trends and new developments;
  • understands current competitive conditions within the marketplace.

  • Excellent verbal and written communication skills
  • Problem solving and analytical skills
  • Customer service oriented and sales driven
  • Polished Sales Skills Needs qualification, cultivating relationships, negotiating / closing business, objection handling
  • Self-driven with a strong work ethic and time organizational skills
  • Outcome oriented - not reactionary; articulate the desired outcome and work collaboratively to create a path to achieve it.
  • Team player with a positive attitude
  • Background in web based advertising SEO, and SEM, banners, web search, digital media etc.
  • Apply
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