Operations - Representative Customer Care & Store Support
Ready to start fresh?
Deliver a compelling customer service experience representing the Voila brand, being respectful to our customers and solving our customers problems
De-escalate any continuous situations through understanding, empathy and empowerment
Exceptional writing and communication skills
Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce)
Follows the Care Model of > Compassion; Amaze; Reliability and Engage
Exceptional skills in working with teams – being collaborative and having a ‘One Team Approach’ mentality
Ability to build Loyalty with all customers
Comfortable with Training fellow teammates – being a mentor or assist in ongoing or new hire training
Support Leadership team as required
Strong time management skills
Comfortable contacting customers on behalf of other departments and various customer initiatives
Keep Leadership team informed of any emerging trends and potential escalations
Follow the guidelines outlined in training
Adaptable and open to coaching
Flexible in working various shifts, including weekends and statutory holiday (Shifts can start as early as 5:30am and finish as late as 12:30am EST - but business needs can change) (We are considered a 24 hour, 7 day per week operation – supporting our Fulfillment centre)
Technical savvy – able to troubleshoot issues with customers
Here’s where you’ll have an impact:
Excellent communication skills (writing and verbal)
Flexible with various shifts (outlined above and may be changed due to call/email/chat arrival patterns)
One Team Approach
Computer savvy
Ability to multi-task
Worked with CRM tools like Salesforce
What you bring to the table:
Ability to multi-task and use various programs to support the team, for example: Salesforce (CRM tool), Kronos, Mailgun, Microsoft programs, Microsoft tools, social media apps (but not limited to)
Ability to handle 6-7 per cases hour, at a minimum
Must have quiet workspace without any distractions and required to be camera ready for any meetings and training
Required to have high speed internet
Position only available to work from in Canada
Provide a Superior Customer Experience
Strong problem solving
Strong attention to detail
Ability to collaborate / deescalate with customers