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Bilingual Specialist, Pharmacy Customer Service Contact Centre

Loblaw Companies Ltd - Head Office

C'est un Contrat job à Saint-Laurent, QC publiée le novembre 14, 2022.

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.


400 av Sainte-Croix, Saint-Laurent, Quebec, H4N 3L4

At 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.

Job Description

We are a leader in retail and pharmacy.  Well-known and convenient, with an extensive store network servicing the needs of Canadians.

We are a Canadian success story of 50 years, created by recognizing needs, building relationships, and focusing on doing what’s needed for our patients and customers. 

Shoppers Drug Mart is one of the most recognized and trusted names in Canadian retailing, with over 1,200 Shoppers Drug Mart and Pharmaprix stores in each province and three territories.  We are one of the most convenient retailers in Canada, proudly serving Canadians who believe being healthy means looking and feeling good.

Shoppers Drug Mart is committed to providing superior support to our Associates and their teams so that they can focus on serving our patients and customers. As the Pharmacy workflow and systems are evolving to maintain superior care to our patients, this team is an integral part of supporting the store teams as they endeavor to adopt the changes being implemented.

We are hiring Bilingual Specialist – Pharmacy Customer Service Contact Centre

Reporting directly to the Manager, Pharmacy Customer Service 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. 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

Nous recrutons : Spécialiste bilingue, Centre de communication du service à la clientèle de la pharmacie

Sous la responsabilité directe du gestionnaire, Centre de communication du service à clientèle de la pharmacie, vous répondrez aux demandes de renseignements par téléphone et par courriel des magasins concernant les différents systèmes de pharmacie. Vous serez le premier niveau de contact pour les magasins et vous vous assurerez que tous les problèmes présentés sont résolus ou qu’un plan d’action est clairement communiqué sur la façon dont la résolution sera obtenue.


  • Répondre aux communications des magasins (au moyen de plusieurs canaux) et résoudre les problèmes, en fournissant des résolutions de premier niveau ou en répartissant les appels aux équipes appropriées lorsque cela est nécessaire.
  • Obtenir rapidement et efficacement des informations auprès des magasins et leur communiquer les prochaines étapes appropriées, en définissant les attentes en matière de résolution et de délai.
  • Résumer les problèmes complexes pour favoriser une transition transparente des incidents entre les équipes de soutien.
  • Mettre à jour et gérer la base de connaissances pour un large éventail de problèmes de matériel, de logiciels et de réseau de pharmacie afin de continuer à fournir une assistance efficace dans un environnement dynamique.
  • Identifier et communiquer les tendances en matière de recours hiérarchiques et d’opportunités d’amélioration, y compris les problèmes récurrents ou les modèles qui faciliteront la résolution rapide des problèmes.
  • Capturer et enregistrer les points d’interaction clés dans les systèmes de suivi appropriés.
  • Faire la liaison avec les services internes pour veiller à ce que les incidents des magasins soient traités, examinés et résolus afin d’assurer le respect des ententes de niveau de service.
  • Maintenir un haut niveau de connaissances concernant les systèmes de pharmacie afin de fournir des réponses précises aux préoccupations ou problèmes.
  • Comprendre les systèmes et les langues informatiques et de soutien opérationnel et leur lien avec le soutien en pharmacie.

Ce poste nécessite un grand esprit d’initiative et un très bon sens du jugement afin d’organiser et de prioriser les tâches, la charge de travail et les projets. Des compétences supérieures en communication, en courtoisie, en diplomatie et en résolution des problèmes sont nécessaires pour traiter avec les magasins et les collègues.

Compétences nécessaires:

  • Maîtrise de Kroll, HealthWATCH et/ou Assyst Rx, un atout
  • Expérience antérieure dans le service à la clientèle ou dans un rôle de défense des intérêts des clients
  • 2 à 3 ans d’expérience chez Shoppers Drug Mart/Loblaws, un atout
  • Expérience récente en tant qu’assistant en pharmacie ou technicien en pharmacie, un atout
  • Connaissance du déroulement des opérations de la pharmacie de détail
  • Maîtrise de l’Internet sur PC et des applications logicielles, y compris les applications Microsoft Office telles que Word, Excel et PowerPoint
  • Capacité à travailler des heures flexibles (y compris la nuit et la fin de semaine) dans un environnement dynamique et au rythme rapide
  • Excellentes aptitudes pour la communication écrite et verbale
  • Compétences en résolution de problèmes analytiques avec attention aux détails
  • Professionnel, enthousiaste, fiable et flexible
  • Doit prendre des initiatives et être capable de travailler avec peu de supervision
  • Capacité à contribuer à un environnement d’équipe collaboratif

Why Shoppers?

At Shoppers Drug Mart, we have always remained true to our belief that the root of our success lies with our people. We pride ourselves on providing more ways to care about our patients, customers and community.

We offer unique work, and the benefits you would expect from a large corporation, all with a smaller company feel, as well as:

  • A high energy and varied workplace that strives for and rewards excellence.
  • Competitive pay structures, rewarding strong and consistent performance
  • A highly customizable benefits plan, including a vacation purchase option
  • Peer recognition programs
  • Employee discount program
  • Opportunities for skills development and advancement in your work
  • Learning and development through our SDM University
  • Strong culture of charitable and community involvement
  • Unique chance to work with an organization that is committed to improving the health and well-being of Canadians

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 time

Type of Role:


We 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.