Position Summary...

To provide a single point of contact for customer escalations and provide timely resolution, and visibility of efforts, to customers to regain customer loyalty and gain complete consumer satisfaction.

What you'll do...

• Demonstrate perfect English skills in both writing and conversation; must be highly proficient in business English, as the role requires reviewing and proofreading executive resolution emails sent to the executive leadership team.
• Be proactive and take initiative to bring new ideas for process improvement, participate in enhancement projects within the team, and help improve team communication, motivation, and team dynamics.
• Exhibit strong analytical skills to find solutions, perform root cause analysis, and lead investigation and resolution efforts with cross-functional teams.
• Responsible for keeping track of all executive escalations and ensuring they are accurately updated in the escalations tracker.
• Accountable for resolving customer issues/inquiries that come to us through all channels (phone, e-mail, letters, social media, Executive escalations, eCommerce, stores), providing exceptional customer experience in resolving issues in a timely manner to increase overall customer loyalty.
• Act as a Brand Ambassador for Walmart Canada providing world-class service to all Customers.
• Ability to discover, analyze, solve problems, demonstrate empathy, self-awareness and emotional control while managing customer escalations.
• Maintain/build relationships within the organization to ensure the appropriate cross functional teams are informed and participate in the resolution of escalations.
• Identify risks and take steps to mitigate them.
• Continuously look for areas of improvement and communicate trends in customer calls/issues to leadership as appropriate.
• Manage communication and resolution with internal/external parties (e.g., stores, buyers, vendor partners, etc).
• Accurately update in ORACLE CRM Software to keep record of case resolution details and all communications (Calls, emails) with customers and other teams.
• Accountable for providing feedback to improve the quality of call handling and overall customer experience.
• Provide service to customers on multiple channels (Email, Phone) to provide assistance with post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.
• Investigate and solve complex customer problems.
• Simultaneously navigate multiple software applications and technologies.
• Demonstrate conflict management skills and maintain professional composure.
• Demonstrate excellent verbal and written communication using multiple channels and platforms.
• Exude patience and ownership with each customer.
• Ability to resolve conflicts and set appropriate expectations with customers.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution while following escalation protocol, as appropriate.
• Exceed customer satisfaction, efficiency metrics and issue resolution targets.

Requirements/Qualifications:

• Minimum of a two-year college diploma/degree or equivalent customer support experience.
• Must have perfect English skills, demonstrating exceptional verbal and written communication with a strong command of business English.
• At least two years of customer service experience.
• Strong analytical and problem-solving skills required for solution finding, root cause analysis, and leading investigations with cross-functional teams.
• Knowledge of file/document management, transcription, and other administrative procedures.
• Attention to detail even under pressure.
• Be able to manage multiple issues simultaneously.
• Strong time management skills with the ability to meet deadlines.
• Must have initiative.
• Strong interpersonal skills; capable of creating strong relationships and collaboration with cross functional teams.
• Patience and ability to stay calm under pressure.
• Ability to work effectively both independently and as part of a team.
• Ability to function in an ambiguous, fast paced work environment.
• Able to handle difficult conversations with high level of empathy and integrity.
• Be confident to make decisions to resolve order issues and offer compensations if necessary to resolve escalations.

Desired:

• Call Center Experience
• Experience documenting standard operating procedures (SOPs)
• Applied knowledge and understanding of Microsoft office applications- emphasis on Excel preferred.
• Fluency in French is a strong asset (desired, not required).

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location…

1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada

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