Customer Care Senior Representative

Job description

Responsibilities: • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions. • To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times. • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with resources provided. • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment. • Remain current on program and product information by being committed to continuous learning. • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data. Requirements: • Demonstrated passion for customer satisfaction excellence and prior experience is a strong asset. • English • Interactive customer service environment required. • Related experience in the food and/or retail industry considered an asset. • Strong and developed oral and written communication skills, including typing, spelling, and grammar. • Demonstrated ability to implement change efforts. • Ability to learn new skills/concepts and apply this knowledge quickly and accurately. • Advanced knowledge of PCs and familiarity with system navigation. • Positive attitude and demonstrated ability to get along with others. • Professional, empathetic, and naturally caring conversational style. • Display tact and diplomacy in handling all levels of customer interaction. • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values, and best practice. • Ability to work all required shifts.