Customer care Jobs in Montreal, QC

Customer Care Analyst

At Couche‑Tard / Circle K, our mission is simple : to make our customer’s lives a little easier every day. We are a global company with over 16,000 stores in 29 countries, serving almost 9 million customers each day. We care about our people and our communities, and we look for ways to uplift people first.

Department : GCN Customer Care

Location : On site, Laval, QC (4204 boulevard Industriel, H7L 0E3)

Type of employment : Permanent, Full Time (40 hours)

THE ROLE

The Customer Care Analyst is responsible for demonstrating high‑quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction.

What You’ll Do

• Utilize digital analytics to enhance performance and customer satisfaction.
• Address advanced customer inquiries via phone, email, and chat.
• Manage complex inquiries beyond first‑level capabilities.
• Conduct daily audits and quality checks on cases and calls.
• Ensure timely responses to inquiries, adhering to SLAs.
• Maintain prompt response times for social media interactions.
• Oversee phone queues and manage call overflow.
• Use Genesys status indicators appropriately.
• Report errors in Salesforce cases promptly.
• Adhere to marketing initiatives and organizational policies.
• Perform maintenance and testing activities for customer products.
• Collaborate with other agents, supervisors, and management for inquiry escalation.
• Identify and report unusual customer inquiries to supervisors.
• Attend mandatory training sessions for product and policy updates.
• Apply company policies to resolve issues or elevate as needed.
• Update and retain customer records according to standards.
• Take ownership of issue resolution with minimal supervision.
• Collaborate with internal and external stakeholders to resolve issues and provide feedback.

What You’ll Need

Education

Experience

Knowledge and Skills

Language Skills

Why You Should Work Here

At Couche‑Tard / Circle K, we believe that our team members are the heart and soul of our business. When you join us, you’re not just getting a job – you’re becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference.

Benefits Package

Additional Perks

Application

Visit our careers page at https : / / workwithus.circlek.com / ca / en to submit your application.

We’re committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity. We welcome individuals from all backgrounds and walks of life to join our team and contribute their unique perspectives and talents.

Thank you for your interest. Only selected candidates will be contacted for further steps in the hiring process.

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