Full Job Description
T&T Supermarket Inc. was founded in 1993 with two stores in BC. Since then, it has expanded rapidly and is now Canada’s largest Asian supermarket chain with 31 stores across the country: 13 in BC, 7 in Alberta, 10 in Ontario, and 1 in Quebec. The Company’s continuous expansion is going to bring more new stores in the next couple of years.
- The Role:
Work location: Hybrid - Hours: 30-35 hours per week
- Term: Permanent
Reporting to the e-Commerce Customer Service Supervisor, the e-Commerce Customer Service Representative is a self-motivated, performance driven individual. The job holder will support end to end customer journey by attending to incoming or outgoing customer calls, live chats and emails, also to ensure the provision of friendly and professional service through calls/chats/email during entire customer service process. We are looking for an individual who can adapt to our business model and with a desire to deliver superior customer experience consistently and compassionately.
Major Responsibilities:
- Handle incoming or outgoing customer calls, live chats and emails within SLA (Service Level Agreement)
- Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Escalate issue/complaint to senior CSR
- Identify and assess customer’s needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Any other job duties that may be assigned by Supervisor
Knowledge, Skills and Ability Requirements:
- Post-secondary degree or diploma graduate prefer, high school graduate also be considered
- At least 1 year’s experience in Customer Service or relevant role
- Strong written and verbal communication skills in English and Chinese (Mandarin), able to communicate in Cantonese is considered an asset
- Able to type Chinese on PC with typing speed at a smooth communication level
- Basic skill with Microsoft Office suite
- Good interpersonal and communication skills; customer focused and adaptability to different personality types; good problem-solving skills
- Ability to multi-task, set priorities and manage time effectively
- Highly self-disciplined and able to work from home
Safety Statement Safety continues to be T&T Supermarket’s top priority. We’ve established health and safety policies and measures to ensure our Stores, Food Processing & Production Centres and Warehouse & Distribution are as safe as possible.