Temporary Customer Service Advisor

Role overview

Responsibilities

• Resolve customer issues by phone and email while upholding the Petro-Canada brand.
• Investigate complex concerns involving Petro-Points, car washes, mobile app, SuperPass, EV chargers, and related services.
• Lead case investigation meetings with call centre partners and guide service issue resolution.
• Identify case trends and continuous-improvement opportunities; provide direction to improve outsourced call centre service levels.
• Consult internal partners to find solutions and provide accurate answers to customer queries.
• Record call and email interactions, responses, and actions in tracking systems.
• Support team knowledge sharing and customer experience improvements.
• Support procedure updates for the Learning, Training and Recruitment team and provide product-tool feedback.
• Ensure call centre agents understand current Petro-Canada customer-facing initiatives.

Minimum requirements

• Post-secondary education.
• Strong written and verbal communication skills.
• Three years of customer-facing experience and experience in a retail environment.
• Strong conflict-resolution and problem-solving skills.
• Ability to multitask, prioritize, and apply a continuous-improvement mindset.
• Ability to collaborate and work independently.
• French fluency is an asset.

Location and workplace

• Office-based role at Suncor’s Calgary head office.

Schedule and employment

• Temporary position.
• Regular 40-hour work week, Monday to Friday.

Compensation and benefits

• The posting mentions competitive compensation, regional uplifts, annual bonuses, long-term financial rewards, pension and savings plans, health benefits, paid time off, and development programs; availability may vary by employment and region.