Why this role is important?

Key Responsibilities:

• Provide quality service and support in a variety of areas including, but not limited to: orders, billing, service and supply logistics, system troubleshooting, faxing & scanning and general administrative tasks
• Act as the Customer’s internal advocate between Operations and other departments within the organization
• Resolves product or service problems by clarifying the customer’s inquiries and concerns; must determine the cause of the problem and determine the best solution to solve the problem
• Thoroughly and efficiently gather customer information and escalate when appropriate to Customer Service Lead
• Build, establish and maintain open lines of communication with their team, peers, trainers, Managers, and all other areas of the Company to facilitate in learning and problem solving
• Responsible for notifying administration of any required updates of customer records on the organization’s internal database
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every interaction, ensuring quality service is provided to both internal and external clients
• Provides back-up support to other group members as required
• Use automated information systems to analyze the customer’s situation (Kroll, ClientCare, Point Click Care, etc.)
• Participate in special projects and assume other duties and responsibilities as assigned

This role requires employees to be flexible to work a variety of shifts during the business’ hours of operations, which include evening and weekend shifts, and statutory holidays.

Qualifications:

• Retail, Customer Service or Call Centre experience
• Strong attention to details, interpersonal and communication skills including ability to work in a cross-functional environment and communicate with all levels of the organization
• Self-motivated and results oriented
• Demonstrated decision making skills
• Possess a strong work ethic and team player mentality
• Strong multitasking skills and ability to thrive in a fast paced environment
• Proficiency with MS Office applications (i.e. word, excel)
• Experience in Pharmacy is an asset

Employment Type:

Type of Role:

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.