Senior Customer Relations Representative
Loblaw Companies Limited
Brampton, CA
1d ago

Why is this role important?

Accountabilities :

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

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