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Representative, Call Centre Marketing At Loblaw Companies Limited

Location: Toronto, Ontario

Job Description

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?

Primary Responsibilities:


  • Responds to calls and emails to provide first level customer service for stores, resolves issues in a prompt and efficient manner and escalates issues as required.
  • Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
  • Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA)
  • Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
  • Attends team huddles to receive current updates on issues, concerns and promotions.
  • Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
  • Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
  • Maintains a high level of knowledge regarding current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues.
  • Ability to work rotating shifts, including weekends and statutory holidays
  • Accountable for personal statistics plus team goals (wait time and abandon rate).



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.




Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.