4 - Customer Service Agent - Part-Time

Start a rewarding career at Sobeys Inc., one of Canada's top 100 employers, where your unique contributions drive success.

This position is a part-time role - between 25 and 35 hours per week.

The schedule is rotating, with service operating between 6 am and 6:30 pm 7 days a week, 365 days a year.

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment? We are currently looking for a bilingual customer service representative to join our team at Sobeys' headquarters in Montreal. Reporting to the Customer Service Supervisor, you will be responsible for handling customer feedback, ensuring their satisfaction, and maintaining our 'Stores First' commitment to quality products and customer service.

The Customer Service team operates seven (7) days a week.

Responsibilities

• Support an inclusive culture for our customers, stores, and employees.
• Receive customer requests via Omni Channel and categorize them according to established guidelines (Salesforce Service Cloud, Telephony, Live Agent, Social, Chatbot).
• Sort requests and collaborate with cross-functional teams to resolve requests quickly and efficiently.
• Meet or exceed established key performance indicators.
• Accurately categorize and evaluate request types while updating them throughout the resolution process.
• Assign requests to the appropriate responsibility sector, ensuring proper follow-up.
• Maintain a professional communication style when interacting with merchants, reflecting a 'Stores First' attitude.
• Keep the supervisor informed of potential escalation situations and emerging trends.
• Develop strong working relationships with customers, stores, and other company services.

Requirements

• Excellent relational and communication skills, both verbal and written, in French and English.
• Skills and experience, ideally in customer service.
• Strong organizational and problem-solving skills with the ability to handle multiple tasks simultaneously.
• Proven time management skills, the ability to meet deadlines with great attention to detail.
• Ability to communicate effectively with employees at all levels of the organization.
• Develop strong working relationships with merchants and other responsibility areas within the company.
• General knowledge of Salesforce Service Cloud and knowledge of help desk processes and telephone systems.

Required Tests

• Written French, intermediate level.
• Verbal and written English, intermediate level.
• Who We Are

Sobeys is one of Canada's largest food retailers, with over 1,600 stores across the 10 provinces. Our banners include Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons pharmacies. Our 128,000 teammates and franchise affiliates share a common passion: providing quality food and exceptional experiences to our customers and communities.

To learn more about our history and culture: Who We Are | Why Work With Us

Global Rewards

We offer a global rewards program designed to support our teammates at work and in their personal lives. Depending on the position and eligibility, teammates may have access to social benefits including health and dental insurance, savings and retirement programs including an employee share ownership plan, a 10% discount in participating banners, access to virtual healthcare services and an employee and family assistance program, learning and development opportunities, a parental leave benefit supplement, and paid vacation.

Sobeys is committed to offering a flexible, fair, and competitive compensation structure to support performance and growth. For more information on this opportunity, including the expected salary range in accordance with wage transparency laws where applicable, please click on the 'I'm Interested' or 'Apply' button above. Individual compensation is determined based on qualifications, experience, and internal equity within the expected range.

Additional Information

It should also be noted that job postings from our organization may be posted on external websites. The same applies to salary information based on job and market reference comparisons. These figures are provided for general comparison purposes only and are neither disclosed nor verified by our organization.

We may use artificial intelligence (AI) tools to expedite the selection, evaluation, and recruitment process of candidates. These AI tools do not make hiring decisions on behalf of the company. These decisions are made by our recruitment teams.

Sobeys is committed to offering accessible and inclusive hiring processes. We will collaborate with candidates who request accommodations at any stage of the recruitment process.

Note: Candidates whose applications are selected will need to provide documents proving their legal eligibility to occupy the position during the onboarding process. The documents will be evaluated by the employer before the start of work.

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Location: In-person