Customer Service Agent Jobs

Purpose: Giant Tiger customers and stores receive effective and efficient support. Be the center point of contact for all SKU (product) related inquiries for the stores.

Role Specific Accountabilities

• Provide clear and precise documentation for stores to advise customers (Correction Notices)
• Provide excellent customer service and address needs of customers and stores in a timely and effective manner meeting SLAs. ex. "sundown rule" responses to stores
• Accurately and efficiently provide notices to stores advising them of any non-food and Health & Safety Recalls. Recall & Customer notice must be both English and French
• Actively contribute ideas that will enhance the customer service experience. Drawing from BHD inquiry experiences, contribute to Merch Ops process improvement by periodically providing analysis and recommendations on issues & opportunities regarding Stores
• Manage work flow on the front end, manage customer/store flow, and report performance and policy issues to the Customer Service Supervisor
• Respond to customer and store inquiries via telephone, email, live chat, text and social media channels. Provide timely and effective solutions in response to inquiries and issues.
• Provide Stores with information and details regarding potential issues or upcoming issues that could affect their business. (Store Communications)

Requirements

Knowledge & Skills

• Systems experience with AS400 (JDA) and Freshdesk
• Minimum of 2 years of retail and/or customer service experience is required;
• Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook
• Knowledge of social media and best practices.
• Ability to work a flexible schedule including nights, weekends, and holidays as needed.
• Strong demonstrated organizational and time management skills.
• Ability to work under pressure and in a very fast-paced environment.
• Strong communication skills are required, as well as attention to detail and creative problem solving.

Assets

• Bilingualism (English and French) is considered an asset.
• Post-secondary education

Travel Requirements

• None

Giant Tiger is an equal opportunity employer and is committed to fair employment practices.

Are you are interested in this position but don’t yet meet all the criteria? We want you to apply anyway!

During our recruitment process we are looking for an incumbent that will not only learn and grow in the role, but also contribute to our diverse, equal and inclusive culture.

If you require accommodation during your pursuit of a role at Giant Tiger please contact [email protected].