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- Responsible for identifying process gaps on Customer Care processes.
- Provide insights about customer frictions.
- Asist in the implementation of new processes.
- Audit resolution of customer incidents.
- Accountable for providing feedback to improve the quality of call handling and overall customer experience.
- Support the daily activities of the manual Billing and Refund process.
- Support any other admin activities as assigned.
- Collaborate in the improvement and development of SOPs.
- Act as a Brand Ambassador for Walmart Canada providing world-class service to all Customers.
- Ability to discover, analyze, solve problems, and demonstrate empathy.
- Maintain / build relationships within the organization to ensure the appropriate cross functional teams are informed.
- 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).
- 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.
- Minimum of a two-year college diploma/degree or equivalent QA experience.
- At least two year of Quality Assurance 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 skills.
- Strong interpersonal skills; capable of creating strong relationships and collaboration with cross functional teams.
- Ability to work effectively both independently and as part of a team.
- Ability to function in an ambiguous, fast paced work environment.
- eCommerce experience.
- Customer Service Experience would be a plus.
- Experience documenting standard operating procedures (SOPs)
- Applied knowledge and understanding of Microsoft office applications- emphasis on Excel preferred.
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Specialist, Customer Experience - Mississauga, Canada - Walmart Canada
Description
Position Summary...
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.What you'll do...
Requirements/Qualifications:
Desired:
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location...
1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada