Specialist, Customer Support

All referred applicants must first be submitted through Workday by a current Loblaw Colleague. **Location**: 1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5 When you hire great people, great things can happen. PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more. Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey. Role Overview: What You'll Do: - To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to detail 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 - Responsible for responding and managing customer escalations on social for all platforms (Facebook, Instagram and Twitter) - Seeking support as per established guidelines to senior management as per established process - 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'll Need: - 1-3 years’ experience in customer service. Prior experience in Public Relations, Corporate Communications or online marketing is preferred. - Knowledge of social media platforms and its capabilities - 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 - Highly organized, able to prioritize effectively and work independently in a fast-paced environment - Able to handle challenging timelines - Strong verbal and written communication skills COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians "Live Life Well". In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace. Number of Openings: 1 - PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our _ - organization. Accommodation_ - is available upon request for applicants and colleagues with disabilities._ In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.