Specialist, Customer Experience - Bilingual (English & French)

To provide a single point of contact for customer escalations and provide timely resolution, and visibility of efforts, to customers to regain customer loyalty and gain complete consumer satisfaction.

• Accountable for resolving customer issues/inquires that come to us through all channels (phone, e-mail, letters, social media, Executive escalations, eCommerce, stores), providing exceptional customer experience in resolving issues in a timely manner to increase overall customer loyalty.
• Act as a Brand Ambassador for Walmart Canada providing world-class service to all Customers.
• Ability to discover, analyze, solve problems, demonstrate empathy, self-awareness and emotional control while managing customer escalations.
• Maintain / build relationships within the organization to ensure the appropriate cross functional teams are informed and participate in the resolution of escalations.
• Identify risks and take steps to mitigate them.
• Continuously look for areas of improvement and communicate trends in customer calls/issues to leadership as appropriate.
• Manage communication and resolution with internal/external parties (e.g., stores, buyers, vendor partners, etc).
• Accurately update in ORACLE CRM Software to keep record of case resolution details and all communications (Calls, emails) with customers and other teams.
• Accountable for providing feedback to improve the quality of call handling and overall customer experience.
• Provide service to customers on multiple channels (Email, Phone) to provide assistance with post-order issues such as returns, replacements, refunds, delivery status, back-order inquiries, and any other issues that may arise in the order fulfillment process.
• Investigate and solve complex customer problems.
• Simultaneously navigate multiple software applications and technologies
• Demonstrate conflict management skills and maintain professional composure.
• Demonstrate excellent verbal and written communication using multiple channels and platforms.
• Exude patience and ownership with each customer.
• Ability to resolve conflicts and set appropriate expectations with customers.
• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution while following escalation protocol, as appropriate.
• Exceed customer satisfaction, efficiency metrics and issue resolution targets.

Requirements/Qualifications:

• Minimum of a two-year college diploma/degree or equivalent customer support experience.
• Must be fluent in French and English, with excellent writing and verbal skills.
• At least two year of customer service experience.
• Excellent analytical and problem-solving abilities
• Knowledge of file/document management, transcription, and other administrative procedures.
• Attention to detail even under pressure.
• Be able to manage multiple issues simultaneously.
• Strong time management skills with the ability to meet deadlines.
• Must have initiative.
• Effective verbal and written communication. 
• Strong interpersonal skills; capable of creating strong relationships and collaboration with cross functional teams.
• Patience and ability to stay calm under pressure.
• Ability to work effectively both independently and as part of a team.
• Ability to function in an ambiguous, fast paced work environment.
• Able to handle difficult conversations with high level of empathy and integrity.
• Be confident to make decisions to resolve order issues and offer compensations if necessary to resolve escalations.

Desired:

• Call Center Experience
• Experience documenting standard operating procedures (SOPs)
• Applied knowledge and understanding of Microsoft office applications- emphasis on Excel preferred.

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Walmart will accommodate the disability-related needs of applicants and associates as required by law.