Customer Service Representative

4 weeks ago


Vaughan, Ontario, Canada Voilà Full time

About Voilà

Voilà is a new e-commerce grocery home delivery business launched by Sobeys Inc. We're looking for experienced customer service representatives to join our team and help us deliver a compelling customer experience.

Key Responsibilities

  • Support customer service function through execution of customer contacts via phone, email, and chat
  • Drive continuous improvement through identification of initiatives that improve customer satisfaction and resolution
  • Deliver a customer service experience representing the Voilà brand, being respectful to customers and solving their problems
  • De-escalate continuous situations through understanding, empathy, and empowerment
  • Update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce)
  • Follow the Care Model of Compassion, Amaze, Reliability, and Engage
  • Comfortable with training fellow teammates and supporting leadership team as required

Requirements

  • Flexible in working various shifts, including weekends and statutory holidays
  • Technical savvy – able to troubleshoot issues with customers
  • Ability to multi-task and use various programs to support the team
  • Ability to handle 6-7 per case hour, at a minimum
  • Quiet workspace without distractions and required to be camera ready for meetings and training
  • High-speed internet required

About the Role

This is a remote customer service role that requires a strong customer service background and technical skills. You will be working with a diverse and driven team to deliver a customer-centric experience.

What We Offer

  • Comprehensive Total Rewards package, including competitive benefits, retirement and savings plan, and paid vacation
  • Learning and development resources to fuel your professional growth
  • Opportunity to work with a leading e-commerce grocery home delivery business


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