Specialist, customer support

2 weeks ago

Brampton, 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.

Why This Role is Important

The Specialist, Customer Support is responsible for providing exceptional Customer Care to our internal and external customers while also providing support in handling escalations and cases through a variety of channels to ensure our customer interactions reflects the voice of the brands.

What You'll Do

  • To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to Customer Care and a professional approach at all times
  • Responsible for responding and managing customer escalations, verbal and written, for all lines of business
  • Customer requests/complaints handled at this level are generally more complex and require increasingly superior problem solving, investigative, negotiation and decision-making skills
  • Identify needs and resolve customer inquiries/requests via telephone and by electronic means within the department standards and guidelines and agreed protocols
  • Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets
  • Document all required information in the customer database system
  • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data
  • Handle escalated customer issues according to company policies and SLAs
  • Provide information regarding reasons of escalations back to lines of business to be analyzed and assess risks / issues to ensure appropriate action is taken to mitigate/resolve escalations
  • Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback
  • Provide support in customer service procedures, issues, product knowledge
  • Possess excellent ability to handle sensitive matters with high level of empathy
  • Coordinate planning initiatives and change implementations while managing the daily operations.
  • Maintain current knowledge of industry developments and innovation
  • Bring a solid customer focus and team collaboration to the organization
  • Available to work shifts and weekends

What You Bring

  • 1-3 years’ experience in call center management activities
  • Retail and loyalty program an asset
  • Ability to problem solve and think analytically
  • Excellent organizational and communication skills
  • Ability to work well under pressure, meet deadlines and effectively manage resources
  • Strong verbal and written communication skills

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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