Customer Service Representative
Sobeys
Senior Customer Experience Associate
Tobii Dynavox
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
Senior
Tech Stack
Go
About the role
- Handle escalations and guide customers and TD Solutions Consultants along the customer journey
- Participate in process improvement initiatives and support Go-To-Market success
- Develop and maintain internal resources, tools, and best practices for order management and customer-facing teams
- Respond to inquiries requiring in-depth research and follow-through
- Identify and implement improvements to internal and customer-facing processes
- Monitor effectiveness of changes and adjust strategies for continuous improvement
- Provide training, coaching, and support to internal teams on new tools, systems, and processes
- Represent Customer Experience Team in Go-To-Market and product-related meetings
- Submit completed quotes and bids to federally and/or state funded agencies
- Track and report on customer and internal customer trends with the Customer Experience Manager
- Review and update departmental forms and internal process documentation
- Resolve escalated order management issues and assist with quality assurance initiatives
- Foster customer relationships, gather and track feedback, and recommend improvements
- Perform various other duties as assigned
Requirements
- Bachelors degree or equivalent related experience
- 3 to 5 years experience in a related position
- Attention to detail with a commitment to achieving results through service excellence and high standards
- Excellent written and verbal communication skills
- Excellent problem resolution
- Bilingual (English/French) applicants are encouraged
- Proficiency in MS Office, including Excel, Word and PowerPoint
- Proficiency in Salesforce or similar CRM
- Ability to multi-task and work with interruptions
- Ability to communicate in different settings and with a variety of communication partners
- Travel may be required on occasion (1-2 times per year)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order managementprocess improvementcustomer journeyproblem resolutionattention to detailservice excellencemulti-taskingtrainingcoaching
Soft skills
communicationcustomer relationship managementfeedback gatheringadaptabilityteam support
Certifications
Bachelor's degree
