Executive Resolution Specialist NEW
Best Buy
Burnaby
7d ago

Customers are the heart and soul of everything we do at Best Buy Canada, so when things don’t go as anticipated for them, it’s the Customer Experience team that steps in to collaborate on solutions and make amazing happen.

We are empowered to act directly on behalf of our top executives to execute on Best Buy’s commitment to world class customer experiences.

The Executive Resolution Specialist handles highly escalated customer issues received through all channels including Social Media, Contact Centers, Better Business Bureau, Retail Locations and company leadership.

Through coordination with our internal departments and external partners the Executive Resolution Specialist will not only formulate resolutions for our customers but will also include recommendations on prevention and continued process improvements for all impacted areas of the company.

As an Executive Resolution Specialist you will

  • Provide world class customer service at our highest level of escalation.
  • Obtain insights into every part of our business in order to help facilitate customer resolutions.
  • Partner with various departments from Legal to Logistics; Media to Merchandising.
  • Have a direct impact on brand image by turning detractors into promoters.
  • Analyze customer needs on an ongoing basis to assist in identifying and recommending enhancements.
  • We hope you are passionate about

  • Collaboration We need to work hand-in-hand with all our internal and external partners to find the best solutions for our customers.
  • Communication Being the voice of the customer AND Best Buy, we need to make sure we use that voice effectively.
  • Having fun while being the best It’s a core value and we live it!
  • The experience we need

  • Fundamentally strong with the Microsoft Office suite and general computer literacy.
  • 1-2 years of experience in an executive level customer escalation environment and / or 1-2 years in a retail environment.
  • Highly skilled in customer escalations in similar retail and web retail services.
  • Knowledge of Best Buy products, services and service standards.
  • Familiarity with competitors’ products, services and marketing strategies.
  • Bonus points

  • Fluency in both English and French.
  • Current and comprehensive knowledge of all Best Buy store / web services, processes and concepts (including regulatory implications), and expertise with third party contact operations and services.
  • We believe we have the unique opportunity to help customers enrich their lives and pursue their passions with the help of technology

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