Specialist, Customer Experience

4 weeks ago

Mississauga, Canada Walmart Canada Full time

**Position Summary... **:To provide a single point of contact for customer escalations and provide timely resolution, and visibility of efforts, to customers to regain customer loyalty and gain complete consumer satisfaction.

**What you'll do...**:

- Responsible for identifying process gaps on Customer Care processes.
- Provide insights about customer frictions.
- Asist in the implementation of new processes.
- Audit resolution of customer incidents.
- Accountable for providing feedback to improve the quality of call handling and overall customer experience.
- Support the daily activities of the manual Billing and Refund process.
- Support any other admin activities as assigned.
- Collaborate in the improvement and development of SOPs.
- Act as a Brand Ambassador for Walmart Canada providing world-class service to all Customers.
- Ability to discover, analyze, solve problems, and demonstrate empathy.
- Maintain / build relationships within the organization to ensure the appropriate cross functional teams are informed.
- Identify risks and take steps to mitigate them.
- Continuously look for areas of improvement and communicate trends in customer calls/issues to leadership as appropriate.
- Manage communication and resolution with internal/external parties (e.g., stores, buyers, vendor partners, etc).
- Demonstrate conflict management skills and maintain professional composure.
- Demonstrate excellent verbal and written communication using multiple channels and platforms.

**Requirements/Qualifications**:

- Minimum of a two-year college diploma/degree or equivalent QA experience.
- At least two year of Quality Assurance experience.
- Excellent analytical and problem-solving abilities
- Knowledge of file/document management, transcription, and other administrative procedures.
- Attention to detail even under pressure.
- Be able to manage multiple issues simultaneously.
- Strong time management skills with the ability to meet deadlines.
- Must have initiative.
- Effective verbal and written communication skills.
- Strong interpersonal skills; capable of creating strong relationships and collaboration with cross functional teams.
- Ability to work effectively both independently and as part of a team.
- Ability to function in an ambiguous, fast paced work environment.

**Desired**:

- eCommerce experience.
- Customer Service Experience would be a plus.
- Experience documenting standard operating procedures (SOPs)
- emphasis on Excel preferred. ‎

**Minimum Qualifications...**:

- Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. _

Age - 16 or older

**Preferred Qualifications...**:

- Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. _

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

**Primary Location **

1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada

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