Bilingual Specialist, Customer Support

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

*Our hybrid model requires this role to be in office 4 days a week with flexible working hours at our 1 PCC location.*

The Specialist of Customer Support is responsible for providing exceptional care and service through a wide variety of channels by working with our internal stakeholders to ensure customer issues are promptly resolved.

We are looking for a talented and enthusiastic individual who understands the importance of exemplary customer service and is able to communicate with customers through various platforms (social media, phone, email). This candidate will act as a front-line brand representative and duties include answering questions, offering solutions, and mediating conversations.

As complaints handled at this level are generally more complex, we want someone who will instill confidence in our customers and can de-escalate highly sensitive issues with superior problem-solving, investigation, negotiation and decision-making skills. The right candidate will have excellent written and verbal skills in both French and English, with a sharp wit and a willingness to work off-standard business hours to support our customers, all while maintaining our brand voice.

What You'll Do

• Respond to customer inquiries or complaints on multiple social media platforms, with a first contact resolution approach
• Regularly stay informed of industry issues and relevant industry, market and competitor news in order to respond quickly and accurately on social platforms
• Report daily on volumes and trends within the social platforms
• Responsible for handling all high-level customer escalations over phone and web, that could originate from the call centre, executive offices etc.
• Provide information regarding reasons of escalations back to lines of business to be analyzed and assess risks/issues to ensure appropriate action is taken to mitigate/resolve escalations
• Document all required information in the customer database system
• Maintain clear communication and positive relationships with both internal and external stakeholders.
• Always maintain strict confidentiality and adhere to legislation and service guidelines on the use of data
• Collaborate with project teams to implement solutions to improve customer experience
• Bring a solid customer focus and team collaboration to the organization.
• Adhere to service level KPIs
• Complete required in-office days
• Available to work shifts and weekends
• Assist with special tasks/projects as needed

What You Bring

• Excellent verbal and written communication skills in both English & French
• Experience with social networking including tools: X, Facebook, Instagram
• Highly organized, able to prioritize effectively and work independently in a fast-paced environment
• Ability to problem solve and think analytically
• Ability to work well under pressure, meet deadlines and effectively manage resources.
• Post-secondary education (Major in Communications, Public Relations, Journalism, Business) is preferred
• Prior experience (1-2 years) in Customer Service, Escalation Management, Public Relations, or Corporate Communications is preferred

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.