Analyst, Customer Relations

JOIN OUR TEAM!

At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 16,000 stores in 29 countries, serving almost 9 million customers every day. In total, more than 150,000 people work in our stores and offices.  We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there.   Are you ready to grow your career? Let's grow together!

Customer Care Analyst

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Department: GCN Customer Care

Location: Laval, QC (4204 boulevard Industriel, H7L 0E3)

Current Hybrid work: 3 days at the office and 2 days remotely

THE ROLE

The Customer Care Analyst is responsible for demonstrating high-quality reputation management practices by resolving complex and urgent customer issues with minimal supervision while adhering to company guidelines. This role involves advanced inquiry management, SLA compliance, and effective use of digital analytics to enhance customer satisfaction. The Customer Service Analyst is responsible for handling escalated, more complex customer inquiries that require advanced troubleshooting skills and in-depth product knowledge, often involving technical issues beyond the scope of a Tier 1 agent, by providing solutions through phone, email, or chat, while maintaining high customer satisfaction and adhering to established service level agreements (SLAs). 

WHAT YOU’LL DO

Want to start your career with us? Here's an overview of the main responsibilities of this position:

• Utilize digital analytics to enhance performance and customer satisfaction.

• Address advanced customer inquiries via phone, email, and chat.

• Manage complex inquiries beyond first-level capabilities.

• Conduct daily audits and quality checks on cases and calls.

• Ensure timely responses to inquiries, adhering to SLAs.

• Maintain prompt response times for social media interactions.

• Oversee phone queues and manage call overflow.

• Use Genesys status indicators appropriately.

• Report errors in Salesforce cases promptly.

• Adhere to marketing initiatives and organizational policies.

• Perform maintenance and testing activities for customer products.

• Collaborate with other agents, supervisors, and management for inquiry escalation.

• Identify and report unusual customer inquiries to supervisors.

• Attend mandatory training sessions for product and policy updates.

• Apply company policies to resolve issues or escalate as needed.

• Update and retain customer records according to standards.

• Take ownership of issue resolution with minimal supervision.

• Collaborate with internal and external stakeholders to resolve issues and provide feedback.

WHAT YOU’LL NEED

We want you to join our team! Here's what we're looking for:

Education:

• DEC in relevant field

Experience:

• Focus on Social Media experience is preferred

• 3+ years' experience in Customer Relations or Reputation Management.

• Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition.

• Proven ability to effectively communicate with customers over the phone in a professional manner.

• Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance to maintain efficient and effective customer support.

• Demonstrated Advanced Troubleshooting Skills: Proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams to implement solutions.

Knowledge and skills:

• Communication and Interpersonal Skills: Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension. Adept at maintaining composure, demonstrating patience, and engaging with confidence and positivity.

• Skilled in utilizing digital analytics to develop data-driven strategies that improve service level agreements (SLAs) and enhance customer satisfaction.

• Skilled in interpreting data insights to identify trends, inform decision-making, and develop effective strategies that drive performance and business outcomes.

• Proficient in Microsoft Office Applications.

• Ability to multi-task.

• Must be available to work holidays and weekends assigned.

 
Language skills:

• Bilingualism required (Advanced French and English), both written and spoken, as the person will be called upon to serve English-speaking regions.

WHY YOU SHOULD WORK HERE:

At Couche-Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job – you're becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here's why you'll love working with us:

Benefits package:

• Group Insurance Program: Stay healthy and happy! Our plan provides you with the flexibility to choose coverage that best meets your needs and add optional insurance (health and dental care, long-term disability, life insurance, health spending account)

• Pension Plan: Plan for your future and retire with peace of mind with our pension plan, helping you build a secure financial future.

• Share Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Couche-Tard/Circle K.

• Paid Time Off: Recharge and rejuvenate with paid time off, including vacation days, sick days, and personal days to help you maintain a healthy work-life balance.

Additional Perks:

• Employee Discounts: Enjoy exclusive discounts on our products and services, making it even easier to fuel up and stock up on your favorite goodies.

• Training and Development: Grow your skills and advance your career with access to ongoing training and development opportunities, including workshops, seminars, and online courses.

• Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication.

• Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential.

• Scholarship Program: Invest in your education and future success with our scholarship program, available not only to our employees but also to their children. We're committed to supporting your lifelong learning journey and empowering you to achieve your academic and career goals.

INTERESTED? You are only a few clicks away from joining an exceptional company! Visit our careers page at https://workwithus.circlek.com/ca/en to submit your application. We can't wait to hear from you!

At Couche-Tard/Circle K, we're committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity. We welcome individuals from all backgrounds and walks of life to join our team and contribute their unique perspectives and talents.

We thank all candidates for their interest in this position. Please note that only selected candidates will be contacted for further steps in the hiring process.

#LI-LK1

#Global Capabilities Network – GCN

Couche-Tard / Circle K valorise la diversité et de l’inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise. En tant qu'employeur qui s'engage à respecter l'équité en matière d'emploi, nous encourageons les candidatures les plus diverses afin de pouvoir nous doter d’un effectif varié et représentatif de nos clients et des communautés que l’on sert. Des accommodements sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection.