243 Consumers Road, Toronto, Ontario, M2J 4W8
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Reporting directly to the Manager, the incumbent responds to telephone and email inquiries from Stores regarding store level marketing and logistics issues. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.
What You'll Do:
Responds to calls and emails to provide first level customer service for stores, resolves issues in a prompt and efficient manner and escalates issues as required.
Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA)
Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
Attends team huddles to receive current updates on issues, concerns and promotions.
Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
Maintains a high level of knowledge regarding current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues.
Ability to work rotating shifts, including weekends and statutory holidays
Accountable for personal statistics plus team goals (wait time and abandon rate).
What You'll Need:
This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
Provides routine information to coordinate the assignments and work procedures of others.
Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management.
Draws on a number of known options to solve problems and to develop improvements.
Adaptable to set and prioritize work with varying exceptions. Able to work with diverse personalities and styles.
Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required
Computer skills to produce reports, documents and presentations.
Knowledge of logistic procedures in a retail call centre environment.
Minimum High School Graduation diploma or equivalent level of education.
Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , 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.
Type of Role:
Shoppers Drug Mart Inc. 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.
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.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.