Customer Service Technician

JOIN OUR TEAM!

At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 16,000 stores in 29 countries, serving almost 9 million customers every day. In total, more than 150,000 people work in our stores and offices.  We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there.   Are you ready to grow your career? Let's grow together!

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Department: GCN Customer Care

Location: On site, Laval, QC (4204 boulevard Industriel, H7L 0E3)

THE ROLE

The Customer Care Technician is responsible for delivering high‑quality customer support by independently resolving complex, escalated, and time‑sensitive customer issues. This role requires advanced analytical skills, strong judgment, and the ability to handle inquiries that go beyond Tier 1 support capabilities.

Working with minimal supervision, the Customer Care Analyst evaluates customer cases, performs in‑depth troubleshooting, ensures SLA compliance, and collaborates with cross‑functional teams to drive effective and timely resolutions. The Analyst maintains exceptional communication standards across phone, email, and chat while adhering to all organizational policies and service expectations.

WHAT YOU’LL DO

Here’s an overview of the core responsibilities associated with this position:

• Handle advanced customer inquiries via phone, email, and chat, ensuring a professional and empathetic customer experience.

• Manage and resolve complex and escalated cases, including technical issues requiring advanced troubleshooting and root‑cause analysis.

• Conduct daily audits, quality checks, and case reviews to ensure accuracy and compliance.

• Ensure timely responses across all channels in alignment with established Service Level Agreements (SLAs).

• Oversee phone queues, manage call overflow, and use Genesys status indicators appropriately.

• Identify and report system, data, or case errors in Salesforce in a timely manner.

• Support and adhere to marketing initiatives, operational procedures, and organizational policies.

• Perform testing, diagnostics, and maintenance activities on customer products when required.

• Collaborate closely with peers, supervisors, and management to escalate inquiries appropriately.

• Identify, document, and report unusual customer trends or recurring issues to leadership.

• Participate in mandatory training sessions on new products, policies, and processes.

• Apply company guidelines to resolve issues or escalate when necessary.

• Maintain, update, and protect customer records in accordance with company standards.

• Demonstrate ownership by resolving customer concerns with minimal supervision.

• Partner with internal and external stakeholders to address issues, improve processes, and enhance the customer experience.

WHAT YOU’LL NEED

We want you to join our team! Here's what we're looking for:

Education:

• DEC or equivalent

Experience:

• 3+ years of experience in Customer Relations, Customer Care, or Reputation Management.

• Proven ability to write clear, concise, and professional communication with strong customer empathy.

• Experience in call center operations with a demonstrated record of meeting or exceeding SLA metrics.

• Strong advanced troubleshooting abilities, including root‑cause identification, technical testing, and collaboration with internal teams to implement solutions.

Knowledge and skills:

• Excellent verbal and written communication skills with the ability to manage customer interactions professionally and confidently.

• Ability to analyze customer information to identify patterns, trends, and recurring issues.

• Proficiency with Microsoft Office Suite and general computer applications.

• Strong multi‑tasking and time‑management abilities in a fast‑paced environment.

• Ability to remain calm under pressure and interact with customers using patience, clarity, and positivity.

• ·Availability to work assigned holidays and weekends.

 
Language skills:

• Bilingualism required (Advanced French and English) both spoken and written, as the person will be required to work and communicate regularly in English while performing the tasks outlined above. Specifically, the role requires collaboration with global teams.

WHY YOU SHOULD WORK HERE:

At Couche-Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job – you're becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here's why you'll love working with us:

Benefits package:

• Group Insurance Program: Stay healthy and happy! Our plan provides you with the flexibility to choose coverage that best meets your needs and add optional insurance (health and dental care, long-term disability, life insurance, health spending account)

• Pension Plan: Plan for your future and retire with peace of mind with our pension plan, helping you build a secure financial future.

• Share Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Couche-Tard/Circle K.

• Paid Time Off: Recharge and rejuvenate with paid time off, including vacation days, sick days, and personal days to help you maintain a healthy work-life balance.

Additional Perks:

• Employee Discounts: Enjoy exclusive discounts on our products and services, making it even easier to fuel up and stock up on your favorite goodies.

• Training and Development: Grow your skills and advance your career with access to ongoing training and development opportunities, including workshops, seminars, and online courses.

• Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication.

• Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential.

• Scholarship Program: Invest in your education and future success with our scholarship program, available not only to our employees but also to their children. We're committed to supporting your lifelong learning journey and empowering you to achieve your academic and career goals.

INTERESTED? You are only a few clicks away from joining an exceptional company! Visit our careers page at https://workwithus.circlek.com/ca/en to submit your application. We can't wait to hear from you!

At Couche-Tard/Circle K, we're committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity. We welcome individuals from all backgrounds and walks of life to join our team and contribute their unique perspectives and talents.

We thank all candidates for their interest in this position. Please note that only selected candidates will be contacted for further steps in the hiring process.

#LI-LK1

#Global Capabilities Network – GCN

Couche-Tard / Circle K valorise la diversité et de l’inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise. En tant qu'employeur qui s'engage à respecter l'équité en matière d'emploi, nous encourageons les candidatures les plus diverses afin de pouvoir nous doter d’un effectif varié et représentatif de nos clients et des communautés que l’on sert. Des accommodements sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection.