Not just a job…
a community
a partnership
a team
You’ll experience them all at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team! We currently have opportunities for:
Warranty Call Centre Operator The primary function of this position is to receive and enter all London Drugs Warranty registrations, answer customer service calls for inquires and warranty claims, demonstrating a friendly and professional attitude at all times to provide the best customer service for both London Drugs and the Warranty Division of London Drugs.
Responsibilities include: - Assess and process warranty claims.
- Direct customers to repair depots, London Drugs stores and Manufactures as warranties dictate.
- Liaise between said depots, stores, manufacturers, customers and London Drugs Warranty Coordinator to resolve claims.
- Enter all data accurately and in a timely manner.
- Provide all records and/or reports as required.
- Respond to all inquiries courteously and professionally and/or resolve customer complaints, redirecting all incoming calls as needed.
- Satisfy customer complaints. If unable to satisfy – report to Project Coordinator, Warranty Division.
- Keep up to date with changes to repair depots and/or repair procedures.
- Assist Program Coordinator with special projects and/or any other tasks.
- Maintain the professional image of the Warranty Division and company.
- Ensure quality and service levels are maintained to Company standards.
- Maintain communication with the Project Coordinator on all issues; particularly those affecting customer services and the operation of the Warranty Division.
- Keep up to date with policies and procedures, any information relating to the Warranty Division.
- Attend all staff and management meetings as required.
- Will take necessary technical, product training as required.
SKILLS & ABILITIES: - Good communication skills, both written and verbal.
- Professional telephone manner.
- Adapts easily to change.
- Strong analytical and strategic thinking skills.
- Ability to effectively problem solve as required.
- Exercise sound judgment and reasonable care when interacting with customers.
- Ability to exercise common sense; handle difficult calls in a firm, yet diplomatic manner.
- Ability to work independently, quickly and accurately under pressure.
- Highly organized and able to multitask effectively and work under changing priorities.
- Knowledge of retail operations relating to warranty procedures and customer relations is an asset.
EDUCATION & KNOWLEDGE: - Knowledge of desktop PCs and Windows-based operating systems, Open RSA, PeopleSoft and CRM (ACCPAC, WDLD Insurance Database).
- Proficient with Word and Excel.
We offer advancement opportunities through our promote-from-within policies, as well as the following comprehensive benefits program. Starting pay will fall within the salary range indicated and may vary based on job-related experience, knowledge and education.
- Employee Discount Program
- Ongoing In-House Training & Education Courses
- Employee Family Assistance Program
- Employee Recognition Program
Warranty Call Centre Operators must be available to work a flexible schedule, Monday to Friday 8:00am to 8:00pm, and Saturdays 10:00am-6:00pm.
If you possess the necessary skills and expertise and would like to join an exciting team of professionals,
Apply Now!
London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
We will provide accommodations during the recruitment process upon request.
The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.
London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.
To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.
