Compensation Grade: Grade 2 Job Description: Who We Are: We are a Canadian owned and operated retailer (and proud of it!), with a strong commitment to the community, and over 60 years of success. If you are looking for a challenging and dynamic career, Giant Tiger may be right for you. We believe in opportunities for growth & development, teamwork, and engagement. Workplace Arrangements: After the training period is completed, this role will follow a fully remote schedule. Applicants for this role can expect to work from home 5 days a week. Onboarding/Training: The successful candidate can expect to work onsite for the first 2 weeks for onboarding and training. Schedule: Alternating weekly rotations for shifts between 7am and 9pm. Alternating schedules include weekdays, weekends, evenings, and holidays. What Giant Tiger Brings; Work Your Way! Hybrid work arrangement; Annual Profit-Sharing Program Health/Dental/Vision Benefits as of day 1 Store Discount LinkedIn Learning Subscription; Parental Top Up Program Employee Tuition Reimbursement Program; Bursary Program for children of employees; Onsite Perks: Free parking; Public Transit accessible; 24/7 access to onsite gym; full-service cafeteria What You'll be Doing: Respond to customer and store inquiries via telephone, email, live chat, text and social media channels. Provide timely and effective solutions in response to inquiries and issues. Provide excellent customer service and address needs of customers and stores in a timely and effective manner meeting SLAs. ex. "sundown rule" responses to stores Provide clear and precise documentation for stores to advise customers (Correction Notices) Accurately and efficiently provide notices to stores advising them of any non-food and Health & Safety Recalls. Recall & Customer notice must be both English and French Actively contribute ideas that will enhance the customer service experience. Drawing from BHD inquiry experiences, contribute to Merch Ops process improvement by periodically providing analysis and recommendations on issues & opportunities regarding Stores Provide Stores with information and details regarding potential issues or upcoming issues that could affect their business. (Store Communications) Manage workflow on the front end, manage customer/store flow, and report performance and policy issues to the Customer Service Supervisor What You'll Bring: Bilingualism (English and French), due to the nature of the role and the requirement to speak to store managers and owners across Canada Minimum of 2 years of retail and/or customer service experience is required; Ability to work under pressure and in a very fast-paced environment. Knowledge of social media and best practices. Strong communication skills are required, as well as attention to detail and creative problem solving. Strong demonstrated organizational and time management skills. Systems experience with AS400 (JDA) and Freshdesk Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook Ability to work a flexible schedule including nights, weekends, and holidays as needed. Assets You May Have: Post-secondary education #LI-HYBRID Job Requisition: JR129481 Giant Tiger is an equal opportunity employer and is committed to fair employment practices. Are you interested in this position but don’t yet meet all the criteria? We want you to apply anyway! During our recruitment process we are looking for an incumbent that will not only learn and grow in the role, but also contribute to our diverse, equal and inclusive culture. If you require accommodation during your pursuit of a role at Giant Tiger please contact careers@gianttiger.com. Are you looking for a career that will empower you to develop your skills, foster growth and encourage you to challenge yourself in a collaborative and inclusive environment? We are proud to be Canadian, proud to support the communities across Canada, and proud of our continued success for over 60 years. Check out our latest job openings and you'll see why joining Giant Tiger is exactly what you've been searching for!
