Specialist, customer solutions

1 month ago

Old Toronto, 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.

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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.

Why This Role is Important

The Central Operations team supports this purpose by delivering great experiences to our customers. Through partnership and collaboration with various lines of business, our colleagues are empowered to further enhance the customer experience with one simple question in mind: how can we help Canadians live life well?

As a Specialist, you’ll design, develop, and publish interactive solutions in our conversational UI channel. Provide day to day operational support including writing and maintaining engaging information for chatbots across numerous lines of business including PC Optimum and PC Financial. As part of the Customer Solutions team, you’ll use your contextual writing abilities to envision end-to end customer experiences utilizing conversational AI as the primary interface. Build relationships with Customer Marketing, Customer Products & Platforms, and Operations stakeholders to ensure we deliver world class customer experiences through automated customer support.

This is a hands-on role that requires strong creative and conversational writing skills and the ability to use basic analysis to quickly identify trends with customer interactions. If you have a commitment to excellence, a passion for writing and a desire to innovate and disrupt, we’d love to hear from you

What You'll Do:

  • Craft clear, engaging, and compelling content to effectively communicate solutions (and instructions, offers, and educational pieces) to customers through chatbot interfaces.
  • Spearhead copywriting of new content, updating existing content, while leveraging product FAQ’s and organizational SOP’s.
  • Develop a deep understanding of chatbot functionality, our business, customer needs, and our long-term vision to provide frictionless customer solutions.
  • Define and apply consistent brand voice and tone throughout the content journey.
  • Analyze and evaluate chatbot customer interactions to provide recommendations and identify opportunities to optimize content and create efficiencies to improve the platforms ability to resolve customer inquiries.
  • Gather insights and create reports to share with internal stakeholders as needed
  • Conduct research and testing of content changes while collaborating with the Manager of Customer Solutions to validate and measure the effectiveness and impact of changes.
  • Assist in the development of guidelines, best practices, and authoring processes to manage chatbot copy, track edits, translations, and content life cycles.

What You Bring:

  • University degree or college diploma in a relevant discipline
  • Copywriting experience for a professional organization, an asset
  • Interest or knowledge of loyalty and financial products and services, an asset
  • Proven ability to author engaging copy for Conversational UI channels
  • Subject matter expert within chatbot design/UX copywriting
  • Strong time management skills and attention to detail
  • Excellent communication skills (both verbal and written)
  • Customer-focused with a passion for delivering incredible customer experiences
  • Self-motivated with the ability to work independently, with a strong sense of responsibility and commitment to teamwork
  • You have a volunteer spirit with a 'we succeed as a team' attitude
  • Able to be agile with dynamic schedules and priorities
  • Nice-to-have: Bilingual (French-English)

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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