1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5
The decision to join a company is a big one. We have opportunities for hard working, energetic and reliable people just like you.
Why is this role important?
What You'll Do:
Provide excellent Customer Care to Loblaw (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 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 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 Care Representatives are evaluated regularly on the quality of their service delivery
Due to the more complex nature of issues, Sr. Customer Care Representatives are required to establish and maintain effective relationships with both internal an d external customers. They are required to collaborate with 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 a ccordance to resources provided
Document all required information in the customer database system
Maintain strict confidentiality at all times and adhere to legislation and servic e guidelines on the use of data
Collaborate with new hires including participation in observed activities to facilitate tran sfer of knowledge and expertise
Contribute to improvements to contact handling protocols, systems and processes to meet the needs of internal and external customers
How You’ll Succeed:
At Loblaw, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Type of Role:
Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.