Why is this role important?
Role Mandate :
This successful candidate is responsible for providing exceptional customer service to our internal and external customers by ensuring customer satisfaction through multi channels of communication.
Provide excellent customer service to retail and control brand customers while keeping in mind the company’s policies and standards, and in compliance with any relevant Legislative / regulatory requirementsTo fulfill customer requests, respond to inquiries / complaints, demonstrating due attention to customer care and 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 skillsIdentify needs and resolve customer inquiries / requests via telephone and by electronic means within the department standards and guidelines and agreed protocolsAdhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery.
All reps are evaluated regularly on the quality of their service deliveryDue to the more complex nature of issues, Customer Service Representatives are required to establish and maintain effective relationships with both internal and external customers.
They must regularly liaise with store personnel, divisional contacts, and manufacturers as required to resolve customer issues and satisfy inquiriesManage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targetsRespond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner and in accordance to resources providedDocument all required information in the customer database systemMaintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of dataSupport teamwork by contributing to training and development activities for new hires including participation in observed activities to facilitate transfer of knowledge and expertiseContribute to improvements to contact handling protocols, systems and processes to meet the needs of internal and external customers.
Role Requirements :
College diploma or post-secondary educationExcellent oral and written communication skills in both French and EnglishExperience with social media in the marketing / corporate environmentDemonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environmentPrior experience with call centre technology is beneficialRelated experience in the food and / or retail industry would be an assetFlexible and responsive to both the needs of the customer and the organizationProficient in Microsoft Office environment and InternetDisplay tact and diplomacy in handling all levels of customer interactionWork effectively as a team member, or individually as required, in a highly energized and demanding environmentAbility to resolve complex, and often sensitive customer complaints / inquiries in a professional manner in accordance with company policies and procedures, values and best practiceAbility to manage own workload is requiredExcellent communications skills and expertise in customer service delivery are requiredExpert knowledge of company policies and productsSuperior ability to evaluate information from customers, internal business units, and external vendors and implement the appropriate approach to attain a mutually beneficial resolution