Customer Experience Champion

Job Title: Customer Service Representative

• Initial point of contact for all retail consumers regarding site experience concerns.
• Provide exceptional customer service to our customers and team members by being approachable, responsive and respectful at all times.
• Leverage a deep understanding of specific key account customers, processes and systems to provide targeted solutions.
• Act as a customer concern point for any verbal or written form of enquiries from external/internal customers ensuring timely and effective resolution.
• Interact in a professional, courteous and efficient manner, addressing relevant concerns promptly and professionally.
• Retail marketing program information, policy and product fulfillment.
• Complaint resolution, identification, and management of complaint root causes through effective communication and issue escalation.
• Representatives are responsible for accurately creating tickets, promptly obtaining critical information, and passing that information to the appropriate personnel ensuring seamless collaboration.
• Maintain a high level of proficiency with electronic systems and processes used to facilitate communications and requests, provide contact information, and call logs and contact response teams; these systems include telephone systems, other electronic data capture systems, the notification system, Microsoft Office, and basic Windows functionality.
• Maintain and update knowledge documents critical to the operation of the Notification Centre; this includes call contact lists, business notification requirements, critical issue requirements and paths ensuring accuracy and relevance.
• Must have the ability to figure out appropriate actions for new or unique incidents without scripted guidance through sound judgment and problem-solving skills.
• Transfer knowledge at shift change to ensure handover of critical on-going incidents and tickets are handled efficiently and correctly.
• Complete any special assignments such as data support for critical systems, system and activity documentation, knowledge base activities and other operational related assignments ensuring quality and timeliness.
• Engage in continual learning and education to ensure a high level of understanding about business operations, technology and Crisis Management/Emergency Response systems and capabilities staying up-to-date with industry developments and best practices.
• Representatives must actively engage in continuous improvement in all activities promoting a culture of excellence and innovation within the organization.

• Graduate degree or equivalent experience in a field related to customer service, business administration or a related field.
• High-level computer knowledge in both hardware and software including proficiency in MS Office, Windows and other relevant systems.
• Networking and general application support skills ensuring seamless integration with existing systems.

• Superior customer service skills with a focus on empathy, active listening and problem-solving.
• Excellent written and oral communication skills with the ability to build effective working relationships with customers and internal stakeholders.
• Demonstrated ability in established customer service organizations with a track record of success.
• Team-oriented approach with a strong commitment to collaboration and teamwork.
• Strong problem-solving skill with the ability to analyze complex issues and develop effective solutions.
• Make recommendations on existing knowledge base documents and identify knowledge gaps to improve overall efficiency and effectiveness.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and/or level of service provided.
• Perform user acceptance testing in technology and systems to help ensure effective enhancement execution.

We offer a competitive compensation package, comprehensive benefits, and opportunities for career growth and development. Our employees enjoy a dynamic and supportive work environment that fosters innovation, creativity, and collaboration.

At [Company Name], we strive to create a workplace culture that values diversity, equity, and inclusion. We encourage applications from candidates who bring diverse perspectives and experiences to our organization. If you are passionate about delivering exceptional customer service and making a difference in people's lives, we would love to hear from you