Customer Experience Agent

Job Title: Customer Experience Agent

Reports To: Customer Engagement Manager

Department: Customer Experience

Position Summary

This role is responsible for providing courteous, efficient resolutions and support to PPU customers, as they connect with us through various communication channels.

Responsibilities:

• Answer incoming customer calls/ emails/social media queries regarding products and services, complaints and general queries;
• Gather, distill and communicate customer feedback to the PPU organization;
• Respond to customer questions and concerns using de-escalation techniques and provide resolutions in a timely manner;
• Remain calm and helpful while resolving customer issues;
• Escalate customer complaints and/or calls to the Customer Engagement Manager when necessary;
• Provide feedback and recommendations to the Customer Engagement Manager on process improvements;
• Create, update and track customer information in the Salesforce database after each customer interaction;
• Learn, apply and abide by PenguinPickUp policies, Standard Operating Procedures and Store Operations protocol;
• Understand and engage with our key stakeholders as required;
• Understand and strive to meet or exceed call center metrics;
• Participate in continuous training and development as required;
• Perform other duties as assigned by your management team;
• Attendance and punctuality are essential for this role in a live environment.

Academic/Professional Requirements:

• Minimum requirement High School Diploma.

Required Skills/Experience:

• · Minimum 3 years’ experience working in a call centre or retail environment, resolving customer complaints;
• Proactive with strong problem-solving abilities;
• Maintain a positive attitude when faced with difficult situations;
• Must be organized and able to multitask and prioritize workload;
• Must be a self starter with independent follow up and follow through;
• Excellent oral and written communication and facilitation skills with the ability to effectively communicate across all levels within, as well as outside the organization; This includes solid active listening skills, with the ability to clarify information;
• Bilingual English & French preferred.
• Must be willing and able to work shift work and work overtime as per business demands. Hours of operation are 9am-5pm Monday to Saturday. To be considered as a candidate you must be flexible in the shifts you can work;
• Must be computer literate, strong knowledge of MS Office, and be comfortable operating and understanding new technologies; Knowledge of Salesforce is a plus.

Values

Penguin Pick-Up Associates are Client Focused. We know that our clients are very busy, and we strive to make our clients experience as Convenient and easy as possible. We believe that Team Work is the only way we will be able to deliver our consistent world class service at every PPU location.

We are an equal opportunity employer committed to an inclusive and accessible recruitment and selection process. If you are contacted about an employment opportunity, please advise if you require accommodation.

Job Type: Full-time

Salary: $18.00-$22.00 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care

Schedule:

• 8 hour shift
• Weekends as needed

Education:

• Secondary School (required)

Experience:

• Call center: 2 years (required)
• Customer service: 3 years (required)

Work Location: In person