Job Description

Requisition ID: 185916
Career Group: Distribution Centre Careers
Job Category: E-commerce Planning
Travel Requirements: 0 - 10%
Job Type: Full-TimeCountry: Canada (CA)
Province: Ontario; Alberta; Manitoba
City: Vaughan
Location: 3809 GTA CFC
Postal Code: L4L 1A5Embark on a rewarding career with Sobeys Inc., celebrated among Canada\xe2\x80\x99s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.Voil\xc3\xa0 is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Alberta, Ontario and Quebec markets powered by Ocado Group\xe2\x80\x99s world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voil\xc3\xa0 will be the most reliable and convenient way for Canadians to shop for groceries.Your groceries delivered. Just like that.\xe2\x84\xa2Ready to Make an impact?As a Customer Service Teammate you will be supporting the Customer Service function through the execution of customer contacts via phone, email and chat (but not limited to). In additon, driving continuous improvement through identification of initiatives that would improve customer satisfaction and resolutionDescription

• Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers problems
• De-escalate any continuous situations through understanding, empathy and empowerment
• Exceptional writing and communication skills
• Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce)
• Follows the Care Model of > Compassion; Amaze; Reliability and Engage
• Exceptional skills in working with teams \xe2\x80\x93 being collaborative and having a \xe2\x80\x98One Team Approach\xe2\x80\x99 mentality
• Ability to build Loyalty with all customers
• Comfortable with Training fellow teammates \xe2\x80\x93 being a mentor or assist in ongoing or new hire training
• Support Leadership team as required
• Strong time management skills
• Comfortable contacting customers on behalf of other departments and various customer initiaitives
• Keep Leadership team informed of any emerging trends and potential escalations
• Follow the guidelines outlined in training
• Adaptable and open to coaching
• Flexible in working various shifts, including weekends and statutory holiday (Shifts can start as early as 5:30am and finish as late as 12:30am EST - but business needs can change) (We are considered a 24 hour 7 day per week operation \xe2\x80\x93 supporting our Fulfillment centre)
• Technical savvy \xe2\x80\x93 able to troubleshoot issues with customers

Description cont.

• Ability to multi-task and use various programs to support the team, for example: Salesforce (CRM tool), Kronos, Mailgun, Microsoft programs, microsoft tools, social media apps (but not limited to)
• Ability to handle 6-7 per cases hour, at a minimum
• Must have quiet workspace without any distractions and required to be camera ready for any meetings and training
• Required to have high speed internet
• MUST BE BILINGUAL
• Position only available to work from in Canada

What you have to offer:

• Provide a Superior Customer Experience
• Strong problem solving
• Strong attention to detail
• Ability to collaborate / deescalate with customers
• Excellent communication skills (writing and verbal)
• Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns)
• One Team Approach
• Computer savvy
• Ability to multi-task
• Worked with CRM tools like Salesforce

We offer a comprehensive Total Rewards package, which varies by role and designed to help our teammates to live better \xe2\x80\x93 physically, financially and emotionally.Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by our organization nor monitored for accuracy. We look forward to discussing the specific compensation details relevant to this position role with candidates who are selected to move forward in the recruitment process.Our Total Rewards programs goes well beyond your paycheque:

• Competitive Benefits Package, tailored to meet your needs, including health and dental coverage, as well as life insurance and Accidental Death and Dismemberment Insurance*.
• Access to Virtual Health Care Platform* and Employee and Family Assistance Program.
• A Retirement and Savings Plan that provides you with the opportunity to build and add value to your savings*.
• A 10% in-store discount at our participating banners and access to a wide range of other discount programs, making your purchases more affordable*.
• Learning and Development Resources to fuel your professional growth.
• Paid Vacation

• Eligible only after working a set number of hours/days worked.

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

Sobeys