Customer Care Analyst

**JOIN OUR TEAM**

**At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday.**You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 16,000 stores in 29 countries, serving almost 9 million customers every day. In total, more than 150,000 people work in our stores and offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there. Are you ready to grow your career? Let's grow together

** Customer Care Analyst**:

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**Department**: GCN Customer Care

**Location**: On site, Laval, QC (4204 boulevard Industriel, H7L 0E3)

** Type of employment**: Permanent, Full Time (40 hours)

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**THE ROLE**

**WHAT YOU’LL DO**

Want to start your career with us? Here's an overview of the main responsibilities of this position:

- Utilize digital analytics to enhance performance and customer satisfaction.

- Manage complex inquiries beyond first-level capabilities.

- Conduct daily audits and quality checks on cases and calls.

- Ensure timely responses to inquiries, adhering to SLAs.

- Maintain prompt response times for social media interactions.

- Oversee phone queues and manage call overflow.

- Use Genesys status indicators appropriately.

- Report errors in Salesforce cases promptly.

- Adhere to marketing initiatives and organizational policies.

- Perform maintenance and testing activities for customer products.

- Collaborate with other agents, supervisors, and management for inquiry escalation.

- Identify and report unusual customer inquiries to supervisors.

- Attend mandatory training sessions for product and policy updates.

- Update and retain customer records according to standards.

- Take ownership of issue resolution with mínimal supervision.

- Collaborate with internal and external stakeholders to resolve issues and provide feedback.

**WHAT YOU’LL NEED**

We want you to join our team Here's what we're looking for:
**Education**:

- Bachelor's degree in marketing or communications preferred.

**Experience**:

- Focus on Social Media experience is preferred

- 3+ years' experience in Customer Relations or Reputation Management.

- Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition.

- Proven ability to effectively communicate with customers over the phone in a professional manner.

- Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance to maintain efficient and effective customer support.

- Demonstrated Advanced Troubleshooting Skills: Proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams to implement solutions.

**Knowledge and skills**:

- Communication and Interpersonal Skills: Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension. Adept at maintaining composure, demonstrating patience, and engaging with confidence and positivity.

- Skilled in utilizing digital analytics to develop data-driven strategies that improve service level agreements (SLAs) and enhance customer satisfaction.

- Skilled in interpreting data insights to identify trends, inform decision-making, and develop effective strategies that drive performance and business outcomes.

- Proficient in Microsoft Office Applications.

- Ability to multi-task.

- Must be available to work holidays and weekends assigned.

**Language skills**:

- Bilingualism required (Advanced French and English) both spoken and written, as the person will be required to work and communicate regularly in English while performing the tasks outlined above. Specifically, the role requires collaboration with global teams.

**WHY YOU SHOULD WORK HERE**:
At Couche-Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job - you're becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here's why you'll love working with us:
**Benefits package**:

- **Group Insurance Program**: Stay healthy and happy Our plan provides you with the flexibility to choose coverage that best meets your needs and add optional insurance (health and dental care, long-term disability, life insurance, health spending account)

- **Pension Plan**: Plan for your future and retire with peace of mind with our pension plan, helping you build a secure financial future.

- **Share Purchase Plan**: Invest in your futu