Customer Service Representative – Call Centre
ADP
Customer Service Representative
Sobeys
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as frontline representative of the Voilà brand, supporting Customer Service via phone, email, chat, and other channels
- Resolve inquiries, troubleshoot issues, and document all interactions in Salesforce
- De-escalate situations through empathy and empowerment to ensure customers feel heard and supported
- Contact customers on behalf of other departments and cross-functional initiatives
- Drive continuous improvement by identifying opportunities to enhance processes and customer satisfaction
- Collaborate closely with teammates and leadership, following a “One Team” approach
- Support training and mentorship for peers and new hires
- Keep leadership informed of emerging trends, recurring issues, and potential escalations
- Adapt to business needs in a 24/7 operation and cover a variety of shifts
Requirements
- Strong problem-solving skills and attention to detail
- Ability to manage 6–7 cases per hour with accuracy
- Exceptional written and verbal communication skills
- Ability to de-escalate situations through empathy, understanding, and empowerment
- Team-oriented mindset with proven collaboration skills and willingness to mentor others
- Technical savvy and comfort using Salesforce (CRM), Kronos, Microsoft tools, Mailgun, and social media platforms
- Flexibility to work a range of shifts including early mornings (starting as early as 5:30 a.m.), late evenings (as late as 12:30 a.m.), weekends, and statutory holidays
- Adaptability and openness to feedback and coaching in a fast-paced, customer-first environment
- Professional remote work setup with high-speed internet, a quiet, distraction-free space, and readiness for video meetings and training
- Unilingual (English) or Bilingual (English/French)
Benefits
- Comprehensive Total Rewards package, which varies by role
- Health and dental coverage
- Life insurance and Accidental Death and Dismemberment Insurance
- Access to Virtual Health Care Platform
- Employee and Family Assistance Program
- Retirement and Savings Plan
- 10% in-store discount at participating banners
- Access to a wide range of other discount programs
- Learning and Development Resources
- Paid Vacation (eligible only after working a set number of hours/days worked)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem-solvingattention to detailcase managementcustomer servicede-escalationtechnical savvyflexibilityadaptabilitymentorship
Soft skills
empathycommunicationcollaborationteam-orientedopenness to feedbackcustomer-first mindset