Customer Care Centre Administrator - Internal

London Drugs INTERNAL; Richmond; On-site; CAD 22,000 - 30,000; Part time

Job summary

London Drugs in Richmond, BC is seeking a Customer Care Centre Administrator to handle incoming calls for general inquiries across all LD locations and the online store, and to process and resolve escalated customer service calls.

You will maintain the Customer Comment Card Database, support employee recognition programs, and stay informed on memos, flyers and product offerings while delivering professional service.

Qualifications

• Professional telephone manner and excellent interpersonal skills.
• Ability to communicate with all levels of personnel and vendors.
• Co-operative, tactful and able to handle sensitive situations.
• Excellent organizational skills and ability to work under pressure.
• Flexibility to work a varied schedule including weekends.

Responsibilities

• Answer all incoming calls for general inquiries and direct to appropriate departments.
• Maintain and administer the Customer Comment Card Database and related programs.
• Respond to customer commendations and complaints in a timely manner.
• Stay informed on London Drugs memos, price flyers and TV ads.
• Provide reports and data input as required for customer service metrics.

Skills

Professional telephone manner

Interpersonal skills

English language proficiency

Product knowledge

Customer service orientation

Education

High school diploma

Tools

POS familiarity

Job description

As a valued London Drugs family member, the opportunities for career growth are unlimited!

Here is a great chance for you to grow your skills and experience. We are currently hiring for:

Customer Care Centre Administrator

This position is primarily responsible for answering all incoming calls for general inquiries for all London Drugs locations and London Drugs online and processing and resolving escalated customer service calls.

DUTIES, RESPONSIBILITIES & TASKS

• Ensure customers receive a superior shopping experience in accordance with the Doing it Right philosophy.
• Demonstrate a friendly and professional attitude at all times to provide the best customer service.
• Answer all incoming calls for general inquiries supporting LD photo station, LDEXTRAS and E-Store
• Responsible for maintaining and administering accurate Customer Comment Card Database (shared responsibility), administering employee recognition program, recalls and other special projects as required.
• Answer and re-direct all incoming and inquiry calls in a timely manner.
• Represent London Drugs corporate point of view.
• Demonstrate accurate and up-to-date knowledge of London Drugs media, including but not limited to: Flyers, and TV ads,
• Read and keep informed on all London Drugs Memos and Bulletins for General Merchandise - All stores.
• Maintain awareness of different product availability and unique offerings of each London Drugs location (i.e. Transit Passes, ATM's, and London Drugs Insurance Services).
• Understand and be aware of available resources for Loss Prevention, Maintenance, London Drugs Executive, and all departments for Head Office, as well as management at each store.
• Respond to all verbal, written, and electronic customer commendations, as well as customer complaints
• Operate within the guidelines set out for the efficient processing of customer inquiries for all departments.
• Maintain current and efficient control of the Customer Comment Card Database program.
• Complete on a timely basis all data input, reporting, distribution of reports and customer responses.
• Provide reports of commendations and customer letters for publication in the LD Update.
• Administer the employee recognition program through customer commendations and Secret Shops reports.
• Miscellaneous tasks as directed by Customer Care Centre Coordinator, or Administrative Supervisor, Retail Operations.
• Be willing and able to train for each and every skill set as outlined above.

SKILLS & ABILITIES

• Professional telephone manner, excellent interpersonal skills, and a good command of the English language.
• Shows a high degree of productivity and is task oriented
• Ability to communicate effectively with all levels of personnel both within London Drugs, and outside vendors & suppliers.
• Must be co-operative and tactful in dealing with store personnel and customers.
• Ability to answer inquiries courteously and professionally.
• Excellent organizational skills.
• High work standards
• Must be able to work well under pressure, prioritize workloads, and remain calm.
• Ability to handle difficult calls in a firm, yet diplomatic manner.
• Good sales ability; able to meet customers' needs; turn refunds into new sales, refunds, exchanges and out-of-stock or unavailable items.
• High degree of common sense; able to make appropriate decisions to satisfy both the company and the customer.
• Ability to handle extreme situations in accordance with London Drugs policies (i.e. bomb threats, robberies, store closures, etc.)

ATTITUDE & CHARACTERISTICS

• Shows initiative for self-development and training.
• Mature, positive and professional attitude.
• Must be flexible and adaptable to new concepts and ideas.
• A positive and proactive attitude.
• Takes initiative to solve problems.
• Demonstrates a high level of integrity.
• Works as a team player.

EDUCATION & EXPERIENCE

• Thorough knowledge of current operating systems used to administer the Customer Care Center.
• Thorough knowledge of London Drugs operations relating to retail administration, store procedures and customer relations.
• Superior product knowledge for the general sales floor.
• Familiarity with all POS functions.

Employees must be available to work a flexible schedule, Monday through Sunday, 24 - 32 hours per week, day and evening shifts.

London Drugs is an equal opportunity employer. The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required.