Customer Experience Representative

Rexall Pharmacy Group LTD•Mississauga, ON

11h•CA$45,000 - CA$50,000•Onsite

About The Position

Reporting to the Director, Retail Support Services, the Customer Experience Representative is responsible for responding to customer enquiries and requests across multiple channels and proactively working with business partners to resolve any issues in a timely and professional manner. The role requires the ability to perform in a fast-paced environment where performance is measured based on the output of the customer experience provided. All aspects of the job require a high degree of confidentiality and accuracy. The representative will work cross-functionally to build good rapport and working relationships with internal and external partners.

Requirements

High School diploma or equivalent
Minimum 2 years of customer service call centre experience
Minimum 2 years of dispatching experience
Excellent customer service and phone skills
Background check for Tokenization
Excellent verbal and written communication skills and professional telephone etiquette.
Strong customer service skills and ability to deal with people sensitively, tactfully, and professionally always.
Conscientious with strong attention to detail and follow-up skills.
Demonstrates motivation and ability to serve others and resolve issues.
Exceptional problem solving and investigative skills.
Exceptional conflict resolution, negotiation, and objection handling skills.
Demonstrated organizational skills, ability to multi-task and work well under pressure.
Proficiency in Microsoft Office Suite.
Strong work ethic and positive team attitude

Nice To Haves

Willing to perform evening & weekend on call work, as assigned

Responsibilities

Providing an exceptional customer experience always
Conducting telephonic intake of any customer feedback, complaints or inquiries and taking steps to provide first call resolution
Reviewing electronic correspondence from customers, across several channels, and actively prioritize, resolve & follow up with relevant business partners to ensure timely resolution
Accountable for investigating all customers issues and to work with other business partners to resolve the issues
Keep accurate, detailed and professional records of customer interactions, including details of inquiries, complaints and comments. Advancing any issues that need further investigation to the appropriate department
Complete timely and consistent follow up with customers for all issues
Answering in-bound calls for Credit Card Registration and process customer Tokenization records
Customer follow-up to determine satisfaction levels
Fulfill reporting requirements related to customer response stats, resolution time and issue details
Other duties as assigned by Rexall Pharmacy Group Ltd.