Operations - Representative Customer Care & Store Support

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment? We are currently seeking a dedicated Customer Care Representative to join our team at the Sobeys Corporate Office in Mississauga. Reporting to the Supervisor, Customer Care, you will be responsible for handling feedback from our retail customers, ensuring their satisfaction and maintaining our “customers & stores first” commitment to quality products and customer service.

Customer Care operates seven (7) days per week, the candidate must be available to work on different days from Monday to Sunday.

• Support a culture of inclusion for our customers, stores & teammates.
• Receive customer inquiries via Omni Channel and prioritize them based on established guidelines. (Salesforce Service Cloud, Telephony, Live Agent, Social, Chatbot)
• Triage inquiries and collaborate with cross-functional teams to resolve inquiries promptly and effectively.
• Meet or exceed, established key performance metrics.
• Accurately categorize and rate inquiry types while updating them throughout the resolution process.
• Assign cases to the appropriate area of responsibility, ensuring proper follow-through.
• Maintain a professional communication style when engaging with customers, reflecting a "customer first" attitude.
• Keep the supervisor informed of potential escalation situations and emerging trends.
• Develop strong working relationships with stores and other departments within the company.

• Excellent interpersonal and communication skills, both verbal and written.
• Available to work on different days from Monday to Sunday.
• Proven customer service support skills, ideally with related experience.
• Strong organization and problem-solving skills with the ability to multi-task in a fast paced environment
• Proven time management skills, ability to work to deadlines with strong attention to detail.
• Ability to communicate effectively with employees at all levels of the organization.
• Develop strong working relationships with stores and other areas of responsibility within the company.
• General knowledge of Salesforce Service Cloud and familiarity with support center processes and telephone systems.
• The candidate will be expected to work with peers in other provinces in the development, development and implementation of tools and processes across Canada, as well as provide support to Sobeys employees across Canada.