Responsibilities

• Provide first level customer service functions for all store and customer inquiries relating to any and all issues at store level and the distribution center.
• Ensure that Service Level Agreements are maintained.
• Maintain high level of knowledge regarding the Incentive program, current marketing programs, any DC issues and other Customer Service initiatives
• Responsible for accurate and timely logging of all calls in the call tracking system and the escalation of problems and issues where appropriate
• Act in a responsive and a sensitive manner to all inquiries both at store level and customer level
• Service calls in both inbound and outbound environments
• Able to work rotational shifts - Monday to Sunday 8.00 am to 8.00 pm
• Able to work all statutory holidays
• Resolve complaints and problems, identifying corrective action for the future
• Timely identification of recurring issues and potential problems
• Log all store calls (inbound and outbound) in a call database
• Weekend coverage as necessary during crisis (rotating basis)
• Emergency calls to stores (ex: product recalls, late deliveries)
• Liaise with internal departments and Distribution Centres to ensure call resolution within agreed upon service level commitment

 Qualifications

• 2 years of Retail Sales and/or Call Centre and/or Customer Service experience
• Post secondary education is an asset
• Must have excellent verbal and written skills in both English and French
• Strong communication and interpersonal skills
• Good MS Word and MS Excel skills
• Must be able to work in a Team and have a professional attitude
• Ability to multi- task

• English [Advanced], French [Advanced]