Specialist, Customer Solutions

Found in: Talent CA C2 - 5 days ago

Toronto, Canada Loblaw Companies Full time

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

Why This Role is Important

The Central Operations team supports this purpose by delivering greatexperiences to our customers. Through partnership and collaboration with various lines of business, our colleagues are empowered to further enhance the customer experience with one simple question in mind: how can we help Canadians live life well? ​

As a Specialist, you’ll design, develop, and publish interactive solutions in our conversational UI channel. Provide day to day operational support including writing and maintaining engaging information for chatbots across numerous lines of business including PC Optimum and PC Financial. As part of the Customer Solutions team, you’ll use your contextual writing abilities to envision end-to end customer experiences utilizing conversational AI as the primary interface. Build relationships with Customer Marketing, Customer Products & Platforms, and Operations stakeholders to ensure we deliver world class customer experiences through automated customer support.

This is a hands-on role that requires strong creative and conversational writing skills and the ability to use basic analysis to quickly identify trends with customer interactions. If you have a commitment to excellence, a passion for writing and a desire to innovate and disrupt, we’d love to hear from you

What You'll Do:

Craft clear, engaging, and compelling content to effectively communicate solutions (and instructions, offers, and educational pieces) to customers through chatbot interfaces. Spearhead copywriting of new content, updating existing content, while leveraging product FAQ’s and organizational SOP’s. Develop a deep understanding of chatbot functionality, our business, customer needs, and our long-term vision to provide frictionless customer solutions. Define and apply consistent brand voice and tone throughout the content journey. Analyze and evaluate chatbot customer interactions to provide recommendations and identify opportunities to optimize content and create efficiencies to improve the platforms ability to resolve customer inquiries. Gather insights and create reports to share with internal stakeholders as needed Conduct research and testing of content changes while collaborating with the Manager of Customer Solutions to validate and measure the effectiveness and impact of changes. Assist in the development of guidelines, best practices, and authoring processes to manage chatbot copy, track edits, translations, and content life cycles.

What You Bring:

University degree or college diploma in a relevant discipline Copywriting experience for a professional organization, an asset Interest or knowledge of loyalty and financial products and services, an asset Proven ability to author engaging copy for Conversational UI channels Subject matter expert within chatbot design/UX copywriting Strong time management skills and attention to detail Excellent communication skills (both verbal and written) Customer-focused with a passion for delivering incredible customer experiences Self-motivated with the ability to work independently, with a strong sense of responsibility and commitment to teamwork You have a volunteer spirit with a 'we succeed as a team' attitude Able to be agile with dynamic schedules and priorities Nice-to-have: Bilingual (French-English)

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note :
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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