Customer Service Representative (Retention and Sales)
Position Description:
The Customer Service Representative (Retention and Sales) will be part of a customer-facing offshore team supporting a leading telecommunications client’s Mid Markets segment. The initial focus will be on Wireline customers, with potential expansion into Mobility services.This role is critical in driving customer retention, contract renewals, and providing exceptional account management support.
As an extension of the client’s sales organization, the Senior Agent will handle sales activities, resolve billing issues, provide post-sale support, and ensure a smooth customer experience. The role also includes back-end responsibilities such as reporting, tracking, and documentation to maintain operational excellence.
Your future duties and responsibilities:
- Promote contract renewals and drive customer retention aligned with business goals.
- Serve as a daily contact for customers and internal sellers.
- Resolve billing issues and account inquiries in a timely, professional manner.
- Accurately document interactions and maintain customer records.
- Collaborate with support teams for escalation management, reporting, and process improvements.
-Schedule follow-ups to drive deal closures.
Required qualifications to be successful in this role:
- Strong English communication skills—verbal and written—with the ability to simplify complex topics.
-Confident in handling customer-facing conversations, including sales and objection handling.
6 Months3 years' experience in customer service, telesales, or retention (preferably in telecommunications).
- Minimum of 6 months telesales experience.
- Willing to work in a shifting schedule.
-Able to hold unscripted conversations and recommend value-added services.
- Strong interpersonal skills to build rapport and trust.
-Skilled in problem-solving and navigating billing/order support tools.
- Proficient in Microsoft Office and other support systems.
Skills:
- Retail Sales Process
- Sales Support
What you can expect from us:
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.