Job Description

This individual is responsible for providing exceptional service to our internal and external customers while also providing support in handling escalations through our multiple social platforms while ensuring our customer interactions reflects the voice of the brands. The right candidate will have excellent written and verbal skills, with a sharp wit and a willingness to go above and beyond for timely and sensitive matters.What You'll Do:

• To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to detail 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
• Responsible for responding and managing customer escalations on social for all platforms (Facebook, Instagram and Twitter)

• Seeking support as per established guidelines to senior management as per established process

• 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'll Need:

• 1-3 years' experience in customer service. Prior experience in Public Relations, Corporate Communications or online marketing is preferred.
• Knowledge of social media platforms and its capabilities

• 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
• Highly organized, able to prioritize effectively and work independently in a fast-paced environment
• Able to handle challenging timelines
• Strong verbal and written communication skills
• Bilingual in English and French

IMPORTANT INFORMATION ABOUT COVID-19You undoubtedly have many concerns and questions surrounding PC Financial's approach to maintaining COVID-19 safety regulations, and how we are taking your safety seriously.Rest assured, that we have made colleague health and safety our top priority. If we're able to address your concerns in your interview, just ask! We will happily share what we are doing to keep colleagues safe from the spread of COVID-19 and maintain a healthy work environment at all times.Apply Today!Job Types: Full-time, PermanentSalary: $50,000.00-$60,000.00 per yearBenefits:

• Company pension
• Dental care
• Employee stock purchase plan
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Brampton, ON L6Y 5S5: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (required)

Experience:

• Customer service: 1 year (preferred)

Language:

• French (required)