Operations - Representative Customer Care & Store Support

Sobeys; Mississauga; On-site; CAD 42,000 - 56,000; Full time

Job summary

Sobeys is seeking a Customer Care Representative at our Corporate Office in Mississauga to handle feedback from retail customers, ensuring satisfaction and maintaining our customers & stores first commitment to quality products and service.

You will manage Omni Channel inquiries using Salesforce Service Cloud and related tools, triage issues, collaborate with cross-functional teams across Canada, and uphold a professional, customer-first communication style while supporting stores and peers.

Qualifications

• Excellent written and verbal communication skills.
• Proven customer service experience and a customer-first mindset.
• Strong multitasking and time-management abilities.

Responsibilities

• Handle customer inquiries across Omni Channel (Salesforce Service Cloud, Telephony, Live Agent, Social, Chatbot).
• Triage inquiries and collaborate with cross-functional teams to resolve issues promptly.
• Maintain professional, customer-first communication and meet performance metrics.
• Escalate when necessary and keep supervisor informed of trends and escalations.
• Develop relationships with stores and internal departments to improve service.

Skills

Excellent communication

Customer service experience

Multitasking

Problem-solving

Team collaboration

Tools

Salesforce Service Cloud

Telephony

Live Agent

Social

Chatbot platforms

Job description

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.

Here’s what you’ll be focusing on:

• 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.

What you have to offer:

• 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.