Pharmacy Assistant - Customer Service representative, Toronto

About the Role The Customer Services Representative (CSR) will be the first point of contact for all customer inquiries, both external and internal. The role is responsible for providing exceptional customer service to patients, nurses, homes and program requirements, ensuring a professional, courteous and efficient interaction at all times.

Key Responsibilities

Provide quality service and support in a variety of areas including orders, billing, service and supply logistics, system troubleshooting, faxing&scanning, and general administrative tasks.

Act as the customer’s internal advocate between operations and other departments within the organization.

Resolve product or service problems by clarifying the customer’s inquiries and concerns; determine the cause of the problem and identify the best solution.

Gather customer information thoroughly and efficiently, and escalate when appropriate to Customer Service Lead.

Build, establish and maintain open lines of communication with teammates, peers, trainers, managers and all other areas of the company to facilitate learning and problem‑solving.

Notify administration of any required updates to customer records in the internal database.

Maintain a high level of professionalism with clients and work to establish a positive rapport with every interaction.

Provide backup support to other group members as required.

Use automated information systems (Kroll, ClientCare, Point Click Care, etc.) to analyze the customer’s situation.

Participate in special projects and assume other duties and responsibilities as assigned.

Qualifications

Retail, customer service or call centre experience.

Strong attention to detail, interpersonal and communication skills, with the ability to work cross‑functionally and communicate with all levels of the organization.

Employment Type Full time

Role Type Regular

Salary $17.60 - $23.65 per hour

EEO Statement Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. We believe that compliance with laws is about doing the right thing; upholding the law is part of our Code of Conduct.

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