Specialist, Customer Support

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Why This Role is Important

The Specialist, Customer Support is responsible for providing exceptional Customer Care to our internal and external customers while also providing support in handling escalations and cases through a variety of channels to ensure our customer interactions reflects the voice of the brands.

What You'll Do

• To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to Customer Care and a professional approach at all times
• Responsible for responding and managing customer escalations, verbal and written, for all lines of business
• 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
• Manage all contacts in terms of time spent on resolution, customer expectations and satisfaction, according to specified departmental service level targets
• 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
• Handle escalated customer issues according to company policies and SLAs
• Provide information regarding reasons of escalations back to lines of business to be analyzed and assess risks / issues to ensure appropriate action is taken to mitigate/resolve escalations
• Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback
• Provide support in customer service procedures, issues, product knowledge
• Possess excellent ability to handle sensitive matters with high level of empathy
• Coordinate planning initiatives and change implementations while managing the daily operations.
• Maintain current knowledge of industry developments and innovation
• Bring a solid customer focus and team collaboration to the organization
• Available to work shifts and weekends

What You Bring

• 1-3 years’ experience in call center management activities
• Retail and loyalty program an asset
• Ability to problem solve and think analytically
• Excellent organizational and communication skills
• Ability to work well under pressure, meet deadlines and effectively manage resources
• Strong verbal and written communication skills

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars - Environment, Sourcing and Community - and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.