Customer Care Representative

Position Title: Customer Care Representative

Job Requisition ID: 49720

Career Group (ADSP): Administration

Division: Qc - Fidélité et engagement consommateur (80300529)

Department: Marketing and e-Commerce

Work Location: ON - 5559 DUNDAS STREET W

Province: Ontario

The typical salary range for this position is $47 680.00 - $65 560.00 annually. The base salary offered will be determined based on the candidate’s job-related knowledge, skills, education, experience, and internal equity considerations.

This posting is for an existing permanent full-time vacancy.

Joining our team has its advantages!

- Flexible schedule to promote work/life balance
- Telecommuting in hybrid mode
- Group insurance from the first day
- Very competitive pension plan
- Generous holiday policy
- Personal days
- Employee Assistance Program
- Free parking
- Opportunity for professional development

SUMMARY:
The Customer Care Representative communicates with customers by phone and e-mail, providing information on products and services, answering inquiries, obtaining details and resolving customer complaints, notifying customers of claim investigation results and any planned adjustments. The Customer Care Representative actively contributes to putting the customer at the heart of the company's concerns.

SPECIFIC RESPONSIBILITIES:
- Help customers understand the products and services being offered by METRO
- Answer inquiries by phone, e-mail, or social media, helping to ensure customer satisfaction
- Promote continued customer interest in the company’s products or services
- Receive and address customer concerns, complaints, requests and other issues
- Conduct necessary research to answer customer and internal client inquiries
- Input facts and draw up structured and concise complaints reports
- Negotiate compensation with customers
- Assist in developing tools and work processes to improve customer service quality
- Act as a back-up receptionist
- Represent Metro Ontario Customer Care in dealings with various company departments, sit on committees and manage problem situations with other departments

QUALIFICATIONS:
- College certificate (Communications and/or Public Relations is preferred)
- At least 1 year experience in a Call Centre environment required
- At least 1 to 2 years experience in Customer Service
- Good communication and negotiation skills
- Proficiency in Microsoft Office
- Excellent writing skills
- Solid customer service experience with proactive problem solving
- An empathetic oriented person
- Excellent priority management
- Excellent judgement
- Good time management skills
#LI-Hybrid

The responsibilities and relationships assigned to this role may change as is necessary to achieve Metro's business objectives. Disclosure on Use of Artifical Intelligence in Recruitment: At METRO, we are commited to transparency and fairness in our hiring practices. In compliance with Ontario's Employment Standards Act (Bill 149), we disclose that METRO and certain third-party job boards we use incorporate artificial intelligence (AI) technology to assist in screening, assessing, or selecting applicants for positions. The use of AI helps us efficiently review the large volume of applications we receive, ensuring that every candidate's profile is considered promptly and consistently. This technology supports our goal of providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment procedures, all decisions throughout the process are made exclusively by METRO's Talent Acquisition team or METRO employees. At no stage does AI determine recruitment outcomes. METRO is committed to providing an inclusive work environment that reflects the communities we serve. The company values, respects and relies on the diversity of backgrounds, experiences, and points of view because it allows us to innovate, make better decisions and better understand our customers. We will consider qualified applications from all walks of life to build the best team. We encourage you to let us know if your current condition requires accommodation in the recruitment process so that we can accommodate you. Please note that we will only contact those whose applications are selected. We respectfully request that agencies do not contact us or send us unsolicited applications.