Specialist, Customer Support (12 Month Contract)

Social Media And Customer Service Representative

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.

Responsible for maintaining our brand image/voice across enterprise and bank on social media platforms as well as over phone and email. Provide exemplary customer service and work with our internal stakeholders to ensure customer issues are resolved promptly. Ensure daily KPIs are met - quality standards and service levels.

What you'll need:

• Respond to customer inquiries or complaints on multiple social media platforms, with a first response 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.
• Maintain clear communication and positive relationships with both internal and external stakeholders

Adhere to service level KPIs

• Complete required in-office days
• Must be available to work weekends and evenings as needed

What you bring:

• Working or native proficiency in English (verbal & written)
• Excellent organizational and communication skills
• Ability to work well under pressure and meet deadlines
• Analytical skills to identify gaps and deficiencies and develop solutions
• Experience in customer service, excel and reporting
• Post-secondary education in related fields, such as communications, journalism, Public Relations, English language studies

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.