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Customer Service Representative

2 months ago

Vaughan, Ontario, Canada Voilà Full time

About Voilà

Voilà is a new e-commerce grocery home delivery business, part of Sobeys Inc., a Top 100 employer in Canada. We're looking for experienced customer service professionals to join our team and help launch and operate our new brand in the Alberta, Ontario, and Quebec markets.

Job Summary

We're seeking a skilled Customer Service Representative to provide exceptional support to our customers via phone, email, and chat. As a key member of our team, you'll be responsible for delivering a compelling customer service experience, resolving customer issues, and driving continuous improvement through process enhancements.

Key Responsibilities

  • Support customer service function through customer contacts via phone, email, and chat
  • Drive continuous improvement through identification of initiatives that improve customer satisfaction and resolution
  • Deliver a compelling customer service experience representing the Voilà brand
  • De-escalate continuous situations through understanding, empathy, and empowerment
  • Update all incoming and outgoing contacts in Salesforce
  • Follow the Care Model of Compassion, Amaze, Reliability, and Engage
  • Support 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 cases hour, at a minimum
  • Quiet workspace without distractions and required to be camera ready for meetings and training
  • High-speed internet required
  • Position only available to work from in Canada

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 diverse and driven team

Accommodation

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.