Position Overview:
As a Customer Service Representative, you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
Position: Digital Customer Service Representative
Position Status: Full Time Work from Home
Hours of Work: Monday-Sunday 8:00am-12:00am EST / Monday - Sunday 9:00am-1:00am AST
Department: PCX/JF Loblaw
Responsibilities:
- Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
- To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
- Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided.
- Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.
- Remain current on program and product information by being committed to continuous learning.
- Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
Requirements:
- Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset.
- English; Bilingual (French) an asset
- Interactive customer service environment required.
- Related experience in the food and/or retail industry considered an asset.
- Strong and developed oral and written communication skills, including typing, spelling, and grammar.
- Demonstrated ability to implement change efforts.
- Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
- Advanced knowledge of PCs and familiarity with system navigation.
- Positive attitude and demonstrated ability to get along with others.
- Professional, empathetic, and naturally caring conversational style.
- Display tact and diplomacy in handling all levels of customer interaction.
- 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 work all required shifts.
