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?
This successful candidate is responsible for providing exceptional customer service to our internal and external customers by ensuring customer satisfaction through multiple channels of communication.
What You'll Do:
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.
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, Senior 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.
What You'll Need:
Excellent oral and written communication skills
Strong knowledge and experience with social media (ideally in the marketing/corporate environment)
Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
Customer Service experience with demonstrated tact and diplomacy in handling all levels of customer interaction (ideally working in the food and/or retail industry)
Superior ability to evaluate information from customers, internal business units, and external vendors and implement the appropriate approach to attain a mutually beneficial resolution.
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.
Flexible and responsive to both the needs of the customer and the organization.
Proficient in Microsoft Office
Work effectively as a team member, or individually as required, in a highly energized and demanding environment.
College diploma or post-secondary 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.