Customer Service & Communications Coordinator
Urban Planet
Toronto, ON
7d ago

Duties and responsibilities include, but are not limited to the following :

Customer Service :

  • Be the Company’s ambassador of Customer Service and effectively resolve all questions, concerns and inquiries within 24-
  • 48 hours, to the satisfaction of the Customer.

  • Partner effectively with Regional Managers / District Managers / Store Management teams to ensure the successful resolution of Customer Service concerns and provide feedback to the Operations Team regarding opportunities to improve Customer satisfaction.
  • Clarify and reiterate Customer Service policies and procedures to ensure compliance and effective execution by the Operations Team.
  • Maintain a Customer Service tracking system and data base to monitor in-store Customer Service concerns and identify ongoing issues along with solutions for improvement.
  • Accurately document all Customer inquiries / issues / concerns and provide prompt feedback to Operations and HR on the same.

  • Through effective follow up and communication, reduce the number of Customer Service concerns on an ongoing and consistent basis.
  • Provide a monthly summary update report including number of calls received, nature of the call, resolution initiated.
  • Handle all Customer inquiries / concerns / issues with curtesy and professionalism, at all times and under all circumstances.
  • Support the Retail Business Coordinator with Customer Engagement summaries, reports and weekly communications.
  • Provide Customer Service support to the Office Team on going and as needed.
  • Communications :

  • Establish a communication schedule and be the gate keeper for all communications for the Operations Team; ensure emails and documents are sent on time and with accuracy to ensure ease of interpretation and execution.
  • Ensure that Operations / District Manager Communications are sent out weekly, with accuracy and on time.
  • Develop and issue weekly / monthly / annual communications and certificates for sales / operational achievements, employee recognition etc.
  • Initiate and develop operational reports and prepare operational memos and communications as requirements arise. (SWS reports, stat holidays, mall standings etc.)
  • Act as a liaison to enhance and streamline communications between Operational staff, Field staff and the Director of HR.
  • Administrative :

  • Ensure all Operational requests are handled and processed in a timely and efficient manner.
  • Oversee all aspects of operational administrative functions, including, but not limited to, scheduling operational meetings, filing, photocopying.
  • Effective execution of and participation in relevant Operational launches.
  • Responsible for preparing New Store Opening operational requirements.
  • All administrative duties as assigned including maintaining a hard copy and electronic filing system and a Customer Service tracking system and data base to monitor Customer Service concerns and identify ongoing issues.
  • Updating of Operational training materials and additional administrative HR functions as required.
  • Accurately track all gift cards authorized and allocated for Customer Service issues.
  • In the absence of the Retail Business Coordinator, be prepared to offer administrative support and assistance.
  • Coordinate all incoming and outgoing deliveries for the office and distribute mail.
  • Manage and maintain accuracy of the Head Office petty cash allowance.
  • Qualifications :

  • Background in Retail and or Customer Service
  • High School Diploma or equivalent
  • Bilingual English / French an asset
  • Related Work Skills :

  • Exceptional interpersonal and communication skills (both oral and written)
  • Effective problem solving skills resourceful and solution focused
  • Effective time management and organization skills
  • Detail oriented works with a sense of completion and attention to detail
  • Ability to multi-task and adapt to changing business needs
  • Is a Team player who works well in a Team oriented environment
  • Proficiency in Outlook, Word and Excel
  • Able to work independently with minimal supervision
  • Takes initiative with a can-do attitude and the desire to make things happen
  • Ability to work effectively with speed and urgency in a high productivity environment
  • We thank all applicants for their interest however, only those selected for an interview will be contacted. Bluenotes is an equal opportunity employer.

    If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

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