Representative Customer Care

Requisition ID: 191619
Career Group: Corporate Office Careers
Job Category: Store Support & Customer Care
Travel Requirements: 0 - 10%
Job Type: Full-Time

Country: Canada (CA)
Province: Ontario; Alberta
City: Mississauga, Calgary
Location: Tahoe Office, Calgary Office

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.

Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.

A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.

Ready to Make an impact?

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 where you’ll be focusing:

• 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:

• This is a bilingual French role.
• 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.
• 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 effectively 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.

At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.

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 will consider factors such as your working location, work experience and skills as well as internal equity, and market conditions to ensure the selected candidate is paid fairly and competitively. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.

Our Total Rewards programs, for full-time teammates, goes well beyond your paycheque:

• Competitive Benefits Package, tailored to meet your needs, including health and dental coverage, life, short- and long-term disability 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.
• Parental leave top-up
• Paid Vacation and Days-off

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.