Senior Customer Care Representative
Loblaw Companies Limited
Toronto, ON
Location:
243 Consumers Road, Toronto, Ontario, M2J 4W8

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?

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.

Accountabilities:
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 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 reps are evaluated regularly on the quality of their service delivery
Due 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 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 accordance to resources provided
Document all required information in the customer database system
Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data
Support teamwork by contributing to training and development activities for new hires including participation in observed activities to facilitate transfer of knowledge and expertise
Contribute 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 education
Excellent oral and written communication skills in both French and English
Experience with social media in the marketing/corporate environment
Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment
Prior experience with call centre technology is beneficial
Related experience in the food and/or retail industry would be an asset
Flexible and responsive to both the needs of the customer and the organization
Proficient in Microsoft Office environment and Internet
Display tact and diplomacy in handling all levels of customer interaction
Work effectively as a team member, or individually as required, in a highly energized and demanding environment
Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice
Ability to manage own workload is required
Excellent communications skills and expertise in customer service delivery are required
Expert knowledge of 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.

Employment Type:
Full time

Type of Role:
Regular

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.