Philips Subscriber Loyalty Specialist in Toronto, Ontario
Dissuade customer’s calling in to cancel their service and retain them as an on-going, paying subscriber
Persuade customers who have expressed an interest in the service but who did not follow through on the purchase
Maintain product knowledge and stay current with all marketing promotions to assist with retention
Offers discounts or special promotions as needed, within pre-established limits
Obtain all pertinent customer information and process all required documentation
Respond to voice mails and emails on retention as required
Monitor action/job queues to ensure timely follow-up to meet customer’s expectations and organic growth
Follows all company policies and retention/sales procedures (i.e. exceptions)
Builds rapport and relationships with internal and external customers through prompt, courteous, efficient and professional service
In this role, you have the opportunity to
Retain customers who are looking to cancel their Philips Lifeline Service; by using various loyalty/retention techniques and having strong persuasion skills.
You are responsible for
Retaining customers who are considering cancelling their Philips Lifeline service
Meeting retention objectives by using strong persuasion and customer service skills
Timely follow-up on retention voice mails, emails and retention letters same business day to address customer’s request for cancelling service
Maintaining product knowledge
Obtaining all pertinent customer information and process all required documentation, to ensure accuracy at the same time providing an excellent customer experience
To succeed in this role, you should have the following skills and experience
Must be fluent in French and English (verbal and written)
Must be flexible working any 8 hour shift between 8:00 am- 8:00 pm, and any 5 days Monday- Friday
Post-secondary education and/or equivalent related work experience preferred with 2 years of experience in business-to-consumer (B2C) sales in a high transaction environment
Minimum 1 year experience working in a sales environment
Demonstrated record of strong persuasion skills
Excellent verbal and written communication skills to communicate patiently, courteously, and professionally with our customers
Ability to plan, organize and establish priorities to meet goals and achieve results
Ability to work in a fast-paced customer sensitive environment
Driven, self-motivated and competitive
Result-oriented with a “go-getter” personality
Excellent rapport building telephone communication and negotiating skills
Strong organization, time management skills, and attention to detail
Ability to multi task – e.g. listen, talk and type
Team player and able to work autonomously
Technical Skills – Microsoft Office – Word, Excel, Outlook, with ability to navigate multiple applications
In return, we offer you
A competitive bonus structure and benefits including Group Life Insurance, AD&D, Extended Healthcare, Dental, Income Protection Programs, Employee Assistance Program, Group RRSP, Pension, Education Assistance, and Employee Stock Purchase Plan.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .
*Please Note: All successful candidates will be required to undergo a Criminal Background Check and a Vulnerable Sector Screen
Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.