Representative Customer Care

Sobeys; Mississauga; On-site; CAD 40,000 - 52,000; Full time

Job summary

Sobeys Inc. is seeking a Customer Care Representative for the Sobeys Corporate Office in Mississauga. You will handle feedback from retail customers, focusing on customer-first service and cross-functional collaboration to resolve inquiries efficiently.

The role requires excellent communication, availability to work varied days (Mon-Sun), and experience in customer service. You will work with Salesforce Service Cloud and support Canada-wide tools and processes.

Qualifications

• Excellent interpersonal and communication skills.

Responsibilities

• Support a culture of inclusion for 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.

Skills

Customer service

Communication skills

Multitasking

Time management

Tools

Salesforce Service Cloud

Telephony

Live Agent

Social

Chatbot

Job description

Job Description

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.

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 effective 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.

Who we are

Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.

We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.

Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth.

Additional Information

External websites may share our organization’s job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.

We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.

Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.

Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.