Bilingual Sr. Customer Service Representative

3 weeks ago

Winnipeg Manitoba AC, Manitoba, Canada Loblaw Companies Ltd - Head Office Full time

Les candidats référés ne doivent pas postuler directement pour ce poste.

Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel.

L’utilisation du masculin à pour but d’alléger le texte

Venez faire votre différence dans les communautés à travers le Canada, où l'authenticité, la confiance et l'établissement de liens sont valorisés - alors que nous façonnons l'avenir du commerce de détail au Canada, ensemble. Notre position unique en tant que l'un des plus grands employeurs du pays, celle associée à notre engagement à avoir un impact positif sur la vie de tous les Canadiens, viens offrir à nos collègues une gamme d'opportunités et d'expériences pour aider les Canadiens à Vivre Bien, Vivre Pleinement.

Chez Les Compagnies Loblaw Limitée, nous réussissons grâce à la collaboration, à l'engagement et nous plaçons la barre haute pour nous-mêmes et ceux qui nous entourent. Que vous débutiez votre carrière, que vous réintégriez le marché du travail ou que vous recherchiez un nouvel emploi, votre place est avec nous.

As a Senior Customer Service Representative, you will play a pivotal role in overseeing the customer service operations, ensuring smooth interactions between clients, vendors, and internal teams. Your primary responsibilities will include supervisory duties, handling escalated customer issues, and assisting in the resolution of complex problems. You will also be responsible for maintaining a high level of customer satisfaction, as well as providing support in billing, vendor dispatching, and invoice review approval. This position requires excellent communication skills in both English and French, as well as strong leadership abilities.

Key Responsibilities:

Supervisory Duties:

  • Oversee the day-to-day activities of the customer service team.
  • Provide guidance and support to junior representatives.
  • Assist in training new hires and conducting performance evaluations.

Escalation Handling:

  • Address escalated customer issues in a timely and professional manner.
  • Work closely with clients to understand their concerns and find appropriate solutions.
  • Collaborate with internal teams to resolve complex problems effectively.

Customer Service Operations:

  • Answer incoming phone calls and respond to customer inquiries promptly.
  • Ensure a high level of customer satisfaction by providing exceptional service.
  • Handle customer complaints and strive to achieve satisfactory resolutions.

Billing and Invoice Review:

  • Review and approve invoices for accuracy and completeness.
  • Coordinate billing activities and address any discrepancies or billing issues.
  • Liaise with finance department to ensure timely processing of invoices.

Vendor Dispatching:

  • Coordinate with vendors to schedule maintenance and repair services.
  • Dispatch vendors to client locations based on service requests and priorities.
  • Monitor vendor performance and address any issues or concerns.

Requirements:

  • Fluency in both English and French, both written and verbal, is essential.
  • Proven experience in a customer service role, preferably in the HVAC/Refrigeration/Maintenance industry.
  • Strong leadership skills with the ability to supervise and mentor a team.
  • Excellent communication and interpersonal skills.
  • Ability to handle escalated customer issues with professionalism and tact.
  • Proficiency in handling billing and invoicing processes.
  • Familiarity with dispatching procedures and vendor management.
  • Exceptional problem-solving abilities and attention to detail.
  • Ability to work efficiently in a fast-paced environment.

Preferred Qualifications:

  • Previous experience in a supervisory or leadership role.
  • Knowledge of HVAC/Refrigeration/Maintenance systems and equipment.

Notre engagement envers la durabilité et l'impact social est un élément essentiel de notre façon de faire des affaires. Nous concentrons notre attention sur les domaines où nous pouvons avoir le plus grand impact. Notre approche de la durabilité et de l'impact social repose sur trois piliers - l'environnement, l'approvisionnement et la communauté. Nous recherchons constamment des moyens de faire preuve de leadership dans ces domaines importants. Nos valeurs ÊTRE - Engagement, Tient à coeur, Respect et Excellence - guident toutes nos prises de décision et prennent vie à travers notre culture bleue. Nous offrons à nos collègues des carrières progressives, une formation complète, de la flexibilité ainsi que les nombreux avantages compétitifs - voici quelques-unes des nombreuses raisons pour lesquelles nous sommes classés au palmarès des meilleurs employeurs du Canada, au palmarès des meilleurs employeurs pour la diversité au Canada, au palmarès des employeurs les plus verts au Canada et au palmarès des meilleurs employeurs pour les jeunes au Canada.

Si vous ne savez pas si votre expérience correspond à toutes les exigences ci-dessus, nous vous encourageons à postuler quand même. Nous recherchons des perspectives de candidatures variées, qui incluent des expériences diverses que nous pouvons ajouter à notre équipe.

Nous nous concentrons depuis longtemps sur la diversité, l'équité et l'inclusion, car nous savons que cela fera de notre entreprise un meilleur lieu de travail et de magasinage. Nous nous engageons à créer des environnements accessibles pour nos collègues, candidats et clients. Les demandes d'aménagement en raison d'un handicap (qui peut être visible ou pas, temporaire ou permanent) peuvent être faites à n'importe quel stade de la demande et de l'emploi. Nous encourageons les candidats à faire connaître leurs besoins en matière d'accommodation afin que nous puissions offrir des opportunités équitables.

Veuillez noter:
Les candidats âgés de 18 ans ou plus doivent effectuer une vérification des antécédents criminels. Les détails seront fournis lors du processus d’embauche.

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