Representative Customer Service-FT

Requisition ID : 184990

Career Group : Distribution Centre Careers

Job Category : E-commerce Planning

Travel Requirements : 0 - 10%

Job Type : Full-Time

Country : Canada (CA)

Province : Ontario; Alberta; Manitoba

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?

• Supports Customer Service function through the execution of customer contacts via phone, email and chat (but not limited to)
• Drive continuous improvement through identification of initiatives that would improve customer satisfaction and resolution

Here’s where you’ll be focusing :

• 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

• 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 initiaitives
• Follow the guidelines outlined in training
• Adaptable and open to coaching

What you have to offer :

• 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)
• Technical savvy able to troubleshoot issues with customers
• 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, FULLY REMOTE
• Required to have high speed internet
• Position only available to work from in Canada

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.