Customer Care Analyst

Customer Care Analyst At Couche‑Tard/Circle K, our mission is simple: to make our customer’s lives a little easier every day. We are a global company with over 16,000 stores in 29 countries, serving almost 9 million customers each day. We care about our people and our communities, and we look for ways to uplift people first. Department: GCN Customer CareLocation: On site, Laval, QC (4204 boulevard Industriel, H7L 0E3)Type of employment: Permanent, Full Time (40 hours) THE ROLE The Customer Care Analyst is responsible for demonstrating high‑quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction. What You’ll Do Utilize digital analytics to enhance performance and customer satisfaction. Address advanced customer inquiries via phone, email, and chat. Manage complex inquiries beyond first‑level capabilities. Conduct daily audits and quality checks on cases and calls. Ensure timely responses to inquiries, adhering to SLAs. Maintain prompt response times for social media interactions. Oversee phone queues and manage call overflow. Use Genesys status indicators appropriately. Report errors in Salesforce cases promptly. Adhere to marketing initiatives and organizational policies. Perform maintenance and testing activities for customer products. Collaborate with other agents, supervisors, and management for inquiry escalation. Identify and report unusual customer inquiries to supervisors. Attend mandatory training sessions for product and policy updates. Apply company policies to resolve issues or elevate as needed. Update and retain customer records according to standards. Take ownership of issue resolution with minimal supervision. Collaborate with internal and external stakeholders to resolve issues and provide feedback. What You’ll Need Education Bachelor's degree in marketing or communications preferred. Experience Focus on Social Media experience is preferred. 3+ years’ experience in Customer Relations or Reputation Management. Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition. Proven ability to effectively communicate with customers over the phone in a professional manner. Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance to maintain efficient and effective customer support. Demonstrated advanced troubleshooting skills: proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams to implement solutions. Knowledge and Skills Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension. Adept at maintaining composure, demonstrating patience, and engaging with confidence and positivity. Skilled in utilizing digital analytics to develop data‑driven strategies that improve SLAs and enhance customer satisfaction. Skilled in interpreting data insights to identify trends, inform decision‑making, and develop effective strategies that drive performance and business outcomes. Proficient in Microsoft Office Applications. Ability to multi‑task. Must be available to work holidays and weekends assigned. Language Skills Bilingualism required (Advanced French and English) both spoken and written, as the person will be required to work and communicate regularly in English while performing the tasks outlined above. Specifically, the role requires collaboration with global teams. Why You Should Work Here At Couche‑Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you’re not just getting a job – you’re becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Benefits Package Group Insurance Program: Select coverage that best meets your needs and add optional insurance (health and dental care, long‑term disability, life insurance, health spending account). Pension Plan: Plan for your future and retire with peace of mind with our pension plan. Share Purchase Plan: Invest in our future and share in our success with our employee stock purchase plan. Paid Time Off: Recharge and rejuvenate with paid time off, including vacation days, sick days, and personal days to help you maintain a healthy work‑life balance. Additional Perks Employee Discounts: Enjoy exclusive discounts on our products and services. Training and Development: Grow your skills and advance your career with ongoing training and development opportunities. Recognition and Rewards: Celebrate team achievements with programs, rewards, and incentives. Mentorship Program: Gain guidance and support from seasoned professionals. Scholarship Program: Invest in your education and the education of your children. Application Visit our careers page at https://workwithus.circlek.com/ca/en to submit your application. We’re committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity. We welcome individuals from all backgrounds and walks of life to join our team and contribute their unique perspectives and talents. Thank you for your interest. Only selected candidates will be contacted for further steps in the hiring process. #J-18808-Ljbffr