Loyalty Brand Support Agent

Blue Ocean Contact Centers • Halifax, NS

21h • Hybrid

About The Position

We’re on the lookout for Loyalty Legends & Customer Service Rockstars! If you’ve got patience to spare, natural curiosity, and a customer-first mindset that enjoys turning an "uh-oh" into an "all good!", we want you on our team! In this role, you’ll be the voice (and the inbox) for one of Canada’s biggest gas retailers, helping customers with everything from point redemption to their experience at our service locations and more. Gift card inquiries? Pre-authorization payment problems? Missing points? No matter the issue, you’re someone who remains attentive to customer needs and responds with empathy and ownership, delivering clear and confident solutions. Because for you, customer experience and first-contact resolution aren’t just goals, they’re a mindset. If that all sounds like you, apply today!

Requirements

• Experience working in customer service handling escalations and solving inquiries through investigative work while ensuring a timely and positive experience.
• Demonstrated problem-solving and strategic thinking - you dig beyond surface-level questions and information to uncover root issues and find the right solution for the problem.
• Proven ability to direct customers to the right resources, and parse and simplify complex information with patience to spare.
• Sufficient tech aptitude to provide basic troubleshooting. You don’t need to be a tech genius, but you do need to be able to guide someone how to set up Bluetooth on their mobile device, direct someone through a web-based app, clearing caches, and password resets.
• A committed work ethic and reliability. You’re someone who wants the team to succeed.
• Open working availability within operational hours (9:00am to 9:00pm on weekdays and 10:00am to 6:00pm Saturdays).

Responsibilities

• Help customers with all aspects of their service station experience and loyalty point rewards program. Inquiries range from pre-authorization delays and on-site facilities needing attention to missing points and educating about benefits to upholding and clarifying policies in easy-to-understand language.
• Take ownership of each inquiry to handle. One touch resolution is the goal.
• Guide customers through basic troubleshooting steps for them to use the loyalty rewards program app.
• Be an enthusiastic ambassador for the brand – you’ll be responsible for delivering high quality customer experience.

Benefits

• Health, Dental, and Vision Benefits at 30 days
• Dedicated virtual health access
• Group RSP with matching contribution option
• Life Insurance
• Free employee & family assistance program for legal, financial, and health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed