Position Title: Customer Care Representative
Requisition ID: 38144
Career Group (ADSP): Administrative
Division: Qc - Fidélité et engagement consommateur (80300529)
Department: Marketing and e-Commerce
Work Location: METRO ON - 5559 DUNDAS STREET W (#A-DUND)
Province: Canada : Ontario
Position Type: Permanent

SUMMARY:

The Customer Care Representative communicates with customers by phone or e-mail, providing information on products and services, answering inquiries, obtaining details and resolving customer complaints, notifying customers of claim investigation results and any planned adjustments. The Customer Care Representative actively contributes to putting the customer at the heart of the company’s concerns.

QUALIFICATIONS:

• College certificate (Communications and/or Public Relations is preferred)
• At least 1 year experience in a Call Centre environment required
• At least 1 to 2 years experience in Customer Service
• Good communication and negotiation skills
• Proficiency in Microsoft Office
• Excellent writing skills
• Proactive problem solving
• Excellent priority management
• Excellent judgement
• Good time management skills
  

  LI-Hybrid

SPECIFIC RESPONSIBILITIES:

• Help customers understand the products and services being offered by METRO
• Answer inquiries by phone, e-mail, or social media, helping to ensure customer satisfaction
• Promote continued customer interest in the company’s products or services
• Receive and address customer concerns, complaints, requests and other issues
• Conduct necessary research to answer customer and internal client inquiries
• Input facts and draw up structured and concise complaints reports
• Negotiate compensation with customers
• Assist in developing tools and work processes to improve customer service quality
• Act as a back-up receptionist
• Represent Metro Ontario Customer Care in dealings with various company departments, sit on committees and manage problem situations with other departments