Bilingual Customer Service Teammate (French)

Overview

Voilà by Sobeys is an exciting e-Commerce grocery business that has launched in Southern Ontario and we are expanding our home delivery service in Western Canada. We are looking to hire a team of bilingual customer service professionals to provide care to our customers in western time zones. We are looking for individuals who will be compassionate, amaze our customers, are reliable and engage our internal teams to resolve any concerns that arise. This is a work at home position and a great opportunity to contribute to building our grocery e-Commerce business.

Job Description

NOTE: THIS POSITION REQUIRES FULL BILINGUAL COMMUNICATION SKILLS - (English/French)

THIS POSITION ALSO REQUIRES FULL AVAILABILITY FOR SCHEDULING ALL SHIFTS AT ALL TIMES (Weekends and Holidays included)

• Deliver a compelling customer service experience representing the Voilà brand, being respectful to our customers and solving our customers problems

• De-escalate any continuous situations through understanding, empathy and empowerment

• Exceptional writing and communication skills

• Accurately update all incoming and outgoing contacts (all customer contacts are to be documented in Salesforce)

• Follows the Care Model of > Compassion; Amaze; Reliability and Engage

• Exceptional skills in working with teams – being collaborative and having a ‘One Team Approach’ mentality

• Ability to build Loyalty with all customers

• Comfortable with Training fellow teammates – being a mentor or assist in ongoing or new hire training

• Support Leadership team as required

• Strong time management skills

• Comfortable contacting customers on behalf of other departments and various customer initiaitives

• Keep Leadership team informed of any emerging trends and potential escalations

• Follow the guidelines outlined in training

Job Requirements

• Provide a Superior Customer Experience
• Strong problem solving
• Strong attention to detail
• Ability to collaborate / deescalate with customers
• Excellent communication skills (writing and verbal)
• Flexible with various 10 hour shifts as for early mornings or afternoon start times (outlined above and may be changed due to call/email/chat arrival patterns)
• One Team Approach
• Quiet Home Workspace
• High speed internet
• Ergonomic workspace