Representative Customer Service-FT

Requisition ID: 192247
Career Group: Distribution Centre Careers
Job Category: E-commerce Planning
Travel Requirements: 0 - 10%
Job Type: Full-Time

Country: Canada (CA)
Province: Ontario; Alberta; New Brunswick
City: Vaughan
Location: 3809 GTA CFC
Postal Code: L4L 1A5

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.

Voilà 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’s 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. Voilà will be the most reliable and convenient way for Canadians to shop for groceries.

Your groceries delivered. Just like that.

Ready to Make an impact?

We’re looking for Unilingual (English) and Bilingual (English/French) Customer Service Teammates in Ontario, New Brunswick, and Alberta. This role is 100% remote.

As a Customer Service Teammate, you will be the frontline representative of the Voilà brand, supporting the Customer Service function by managing customer contacts through phone, email, chat, and other channels. Your focus is to provide a respectful, empathetic, and solutions-driven customer experience, while driving continuous improvement initiatives that strengthen customer satisfaction and loyalty.

Here’s where you’ll be focusing:

• Deliver a compelling customer experience by resolving inquiries, troubleshooting issues, and documenting all interactions in Salesforce.

• De-escalate situations through empathy, understanding, and empowerment, ensuring customers feel heard and supported.

• Support cross-functional needs by contacting customers on behalf of other departments and initiatives.

• Drive continuous improvement by identifying opportunities to enhance processes and customer satisfaction.

• Collaborate closely with teammates and leadership, following a “One Team” approach and supporting training/mentorship for peers and new hires.

• Keep leadership informed of emerging trends, recurring issues, and potential escalations.

• Adapt to business needs in a 24/7 operation, supporting fulfillment centres and covering a variety of shifts.

What you have to offer:

• Strong problem-solving skills, attention to detail, and ability to manage 6–7 cases per hour with accuracy.

• Exceptional written and verbal communication skills, with the ability to de-escalate and build loyalty with customers.

• Team-oriented mindset with proven collaboration skills and a willingness to mentor others.

• Technical savvy and comfort using Salesforce (CRM), Kronos, Microsoft tools, Mailgun, and social media platforms.

• Flexibility to work a range of shifts, including early mornings (starting as early as 5:30 , late evenings (as late as 12:30 , weekends, and statutory holidays.

• Adaptability and openness to feedback and coaching in a fast-paced, customer-first environment.

• Professional remote work setup with high-speed internet, a quiet, distraction-free space, and readiness for video meetings and training

• Unilingual (English) or Bilingual (English/French)

We offer a comprehensive Total Rewards package, which varies by role and designed to help our teammates to live better – 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.