Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
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?
Loblaw's purpose of Live Life Well® puts first the needs and well-being of all Canadians. As a part of virtually every community across Canada, we are proud to meet these needs and make a difference by providing:
More than 1000 conveniently located grocery stores, spanning the value spectrum from discount to specialty
Financial services and rewards through PC Financial® payment products and the PC Optimum® loyalty program
Affordable fashion and family apparel from the Joe Fresh® brand
Three of Canada's top consumer brands, including Life Brand®, no name® and President's Choice®.
The Customer Support Centre of Excellence supports this purpose by delivering great experiences to our customers. Through partnership and collaboration with various lines of business, our colleagues are empowered to further enhance the customer experience with one simple question in mind: how can we help Canadians live life well?
The successful candidate is responsible for providing exceptional Customer Care to our internal and external customers to ensure customer satisfaction through multi channels of communication.
What You'll Do:
Provide excellent Customer Support to Loblaw (other affiliated banners) 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 Support 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 Support Representatives are evaluated regularly on the quality of their service delivery
Due to the more complex nature of issues, Sr. Customer Support 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
What You'll Need:
College diploma or post-secondary education
Bilingual (English / French) required - both verbal and written forms.
Experience with social media in the marketing/corporate environment is beneficial
Demonstrated passion for Customer satisfaction excellence and prior experience in an interacti ve Customer Support environment
Prior experience with call centre technology is benefici al (Salesforce, SharePoint, Cisco, Genesys )
Related experience in the food , re tail and or loyalty industry would be an asset
Proficient in Microsoft Office environment and Internet
Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and proce dures, values and best practice
Effective and efficient time management to successfully manage workload
Excellent communications skills and expertise in Customer Support delivery are required
Expert knowledge o f company policies and products
Superior ability to evaluate information from customers, internal business units, and external vendors and implement the appropriate approach to attain a mutually beneficial resolution
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.