Customer Loyalty Representative, Bilingual

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Loyalty Representative, Bilingual based in Canada. This fully remote role is focused on helping existing customers find the right solutions and reasons to continue their service. You will engage with subscribers, caregivers, and healthcare professionals, using empathy, active listening, and problem-solving to understand their needs. The role combines customer service, retention, negotiation, and consultative selling in a purpose-driven environment. You will educate customers on available services, identify opportunities to upsell or cross-sell, and resolve concerns while maintaining a positive experience. Success is measured through retention performance, customer satisfaction, accuracy, and the ability to consistently meet or exceed targets. You will work as part of a collaborative team while managing conversations and follow-ups independently. This is an opportunity to make a meaningful difference by helping people maintain access to services that support independence, safety, and peace of mind.

Handle inbound calls from existing subscribers, caregivers, and healthcare professionals, particularly customers considering cancelling their service. Use active listening, problem-solving, negotiation, and retention techniques to understand customer concerns and encourage continued service where appropriate. Clearly explain product and service features, benefits, and available solutions to help customers make informed decisions. Meet or exceed established customer loyalty and retention targets while maintaining a high standard of customer care. Identify customer needs and recommend relevant products or services through appropriate upselling and cross-selling opportunities. Collect and accurately document all relevant customer information and complete required documentation during each interaction. Maintain up-to-date knowledge of products, services, promotions, and competitive offerings. Follow up on retention-related voicemails and emails within the same business day to address cancellation requests and other customer needs. Process customer payments during loyalty calls when required. Transfer calls that fall outside the loyalty function to the appropriate internal department. Balance customer advocacy with business objectives while ensuring every interaction remains professional, courteous, and solution-oriented. Requirements Strong verbal and written communication skills in both French and English . At least 1 year of experience in customer service, customer retention, loyalty, contact centre, or a related environment . Demonstrated ability to meet or exceed retention, sales, service, or performance targets. Strong interpersonal and people-oriented skills, with patience, empathy, courtesy, and professionalism when handling potentially difficult customer conversations. Excellent active listening and multitasking abilities, including the capacity to listen, speak, document information, and navigate multiple applications simultaneously. Strong negotiation and problem-solving skills with a results-oriented, motivated, and proactive approach. Ability to identify customer needs and confidently recommend relevant products or services. Excellent organization, time management, accuracy, and attention to detail. Ability to work effectively as part of a team while also operating independently in a remote environment. Strong working knowledge of Microsoft Office, including Word, Excel, and Outlook, with the ability to quickly learn and navigate multiple software platforms. Post-secondary education or equivalent relevant professional experience. Reliable home-based work environment suitable for professional customer interactions. Ability to successfully complete required background screening, including criminal, employment, and education verification. Benefits Fully remote position available anywhere in Canada. Starting compensation of $23.25–$24.00 CAD per hour , based on the role's stated range. Performance-based bonus opportunity of up to 15% commission on monthly earnings when applicable performance metrics are achieved. Structured five-week training program, Monday to Friday, 9:00 a.m.–5:00 p.m. ET . Regular working schedule of Monday to Friday, 10:00 a.m.–6:00 p.m. ET . Opportunity to work in a purpose-driven customer loyalty environment focused on helping people maintain independence and peace of mind. Collaborative team culture with opportunities to develop customer service, retention, communication, and consultative selling skills. Accommodation available throughout the recruitment process for candidates who require support to participate equally.

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