LCBO Hiring for Customer Care Agent at Toronto, ON Full Time

Nombre de postes à pourvoir :
1

Pay

$30.84 – $33.54

Description du poste :
Career Development Opportunity – to Feb 2022

Do you want to be an integral part of a team providing Wholesale and Retail support for external and internal customers? Reporting to the Customer Care Associate Manager, you will be the single point of contact for our grocers, licensees, LCBO Convenience Outlets, LCBO retail stores, customers and business partners across multiple communication channels (telephone, email, surveys, chat, fax, and mail) offering support on LCBO products and services, marketing programs, E-commerce and policies.

If you are an excellent communicator with a real passion for delivering excellent customer service through positive interaction, then this is the role for you!

About the Role

Act as a front-line point of contact for customers with inquiries, requests, escalations and complaints, problem solving, researching, and preparing written replies to emails and other correspondence, providing customer first resolution.

Research and maintain manual and computerized information files, statistics and reports, log and track issues and complaints

Process orders for Licensee, LCBO Convenience Outlets and Ecommerce customers.

Refer specialized queries to the appropriate department, contact person or external resource

Build and maintain a relationship with cross-functional departments, team, management and externally, to foster and support social media platforms.

Refer specialized queries to appropriate department, contact person, or external resource.

About You

University degree/College diploma or significant customer service experience in a retail environment.

Demonstrated ability to troubleshoot and collaborate with external and internal partners in a professional, detailed, and courteous manner.

Ability to handle challenging, time sensitive and results- oriented clients/customers in a multi-channel service environment.

Well-developed analytical skills and decision-making experience

Outstanding verbal and written communication skills

Research, compile, and write reports with internal and external clients

Successful completion of all product knowledge Bronze, Silver, Gold and Service Knowledge is mandatory

Knowledge of lcbo.com, vintages.com, doingbussinesswithlcbo.com, LCBO Retail Operations Manual, SOP/BYID process, AGCO policy, LLA regulations, and Importation of Beverage Alcohol regulations

Proficient in MS Windows, including MS Office Suite, navigating the Internet and ability to learn new technologies

Keyboarding ability of 40-50 WPM while talking to customers

Ability to work shifts that include evenings and weekend hours (some statutory holidays may apply) and sit for prolonged periods of time is mandatory.

Please submit your resume via Workday by 11:59pm on the deadline date. We appreciate your interest and advise that only those selected for an interview will be contacted.

Diversity and inclusion matter at the LCBO. If contacted for an interview, please advise if you require accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please Note:
Applicants must submit their resume via Workday in order to be considered for this position.

Applicants must meet the following basic requirements: solid past work performance; satisfactory discipline and attendance record.

Applicants will be selected for further assessment based on their resume detailing background and experience in relation to each qualification described in this posting. This assessment may include an interview, job-related testing, applicant’s performance, and supervisor’s comments.

Durée :
Heures de travail :
36.25

Syndiqué / Non syndiqué :
Non-Union

Date de clôture du concours :
December 7, 2021

La LCBO est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Elle s’engage à offrir des mesures d’adaptation conformément au Code des droits de la personne de l’Ontario et à la Loi de 2005 sur l’accessibilité pour les personnes handicapées de l’Ontario.