Why is this role important?
Provide excellentCustomer CaretoLoblaw(other affiliated banners)and PC Optimum(Canada’s largest Loyalty program) customers,while keeping in mind the company’s policies and standards, and in compliance with any relevant Legislative / regulatory requirements
To fulfill customer requests, respond to inquiries / complaints, demonstrating due attention toCustomer Careand a professional approach at all times.
Customer requests / complaints handled at this level are generally more complex and require increasingly superior problem solving, investigative, negotiation and decision-making skills
Identify needs and resolve customer inquiries / requests via telephone and by electronic means within the department standards and guidelines and agreed protocols
Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery.
All Sr.Customer CareRepresentatives are evaluated regularly on the quality of their service delivery
Due to the more complex nature of issues, Sr.Customer CareRepresentativesare required to establish and maintain effective relationships with both internal and external customers.
They are required to collaboratewith store personnel, divisional contacts, and manufacturers as required to resolve customer issues and satisfy inquiries
Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets
Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance to resources provided
Document all required informationin the customer database system
Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data
Collaborate with new hires including participation in observed activities to facilitate transfer of knowledge and expertise
Contribute to improvements to contact handling protocols, systems and processes to meet the needs ofinternal and external customers
Job Qualifications and Requirements :
College diploma or post-secondary education
Excellent oral and written communication skills English. Ability to speak in French and English and asset
Experience with social media in the marketing / corporate environment is beneficial
Demonstrated passion for Customer satisfaction excellence and prior experience in an interactiveCustomer Careenvironment
Prior experience with call centre technology is beneficial (Salesforce, SharePoint, Cisco,Genesys)
Related experience in the food,retail and or loyalty industry would be an asset
Proficient in MicrosoftOffice environment and Internet
Ability to resolve complex, and often sensitive customer complaints / inquiries in a professional manner in accordance with company policies and procedures, values and best practice
Effective and efficient time management to successfully manage workload
Excellent communications skills and expertise inCustomer Caredelivery are required
Expert knowledge of company policies and products
Superior ability to evaluate information from customers, internal business units, and external vendors and implement the appropriate approach to attain amutually beneficial resolution
Bilingual (French & English) preferred