Bilingual Specialist, Pharmacy Customer Service Contact Centre - Jobs in Saint-Laurent, QC

Job Description

Referred applicants should not apply directly to this role.All referred applicants must first be submitted through Workday by a current Loblaw Colleague.Location:400 av Sainte-Croix, Saint-Laurent, Quebec, H4N 3L4At Loblaw, we help millions of Canadians get through their best days, worst days, celebration days, and every day. Through our innovation and quality products, we’re here for our friends, neighbours, family members and colleagues.We succeed through collaboration and commitment and set a high bar for ourselves and those around us.We’re looking for adaptable people who are thrilled to join us in our goal of helping Canadians Live Life Well®. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. We promote leaders at every level and support our people to follow their passion.Why is this role importantWe are hiring: Bilingual Specialist, Pharmacy Customer Service Contact CentreReporting directly to the Manager, Pharmacy Contact Centre, you will respond to telephone and email inquiries from the stores regarding various Pharmacy systems. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.What You’ll Do:

• Respond to store contact (via multi-channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
• Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
• Summarize complex issues to promote seamless transition of incidents between support teams.
• Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
• Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
• Capture and record key points of interaction into the appropriate tracking systems
• Liaise with internal departments to ensure store incidents being addressed, investigated, resolved to ensure service level agreements are met
• Maintain a high level of knowledge regarding the Pharmacy system to provide accurate responses to concerns or issues
• Understand IT and Business support systems and language and how they relate to Pharmacy support
• This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.

What You’ll Need:

• Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
• Previous experience in customer service or customer advocacy role
• 2-3 years Shoppers Drug Mart / Loblaws experience is an asset
• Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset
• Knowledge of retail pharmacy workflow
• Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
• Ability to work flexible hours (including overnight and weekend shifts) within a fast-paced and dynamic environment
• Excellent verbal and written communication skills
• Individual must be an analytical problem solver with attention to detail
• Professional, enthusiastic, dependable, and flexible
• Must take initiative and be able to work with little supervision
• Ability to contribute in collaborative team environment

Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.Employment Type:Full timeType of Role:RegularWe have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.Please Note:Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.Quick Apply

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