Bilingual Customer Experience Analyst

Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?

VACANCY TYPE: This posting reflects a vacant position.

LOCATION: Moncton Office, 5 days/week in office.

LANGUAGE REQUIREMENTS: Bilingual proficiency in English and French (spoken and written) is required.

COMPANY

Founded over 175 years ago, Labatt is one of Canada’s founding businesses and its leading brewer. We are proud of our history and our heritage in Canada, and we remain committed to brewing great-tasting, high-quality beers that have satisfied beer drinkers for generations. Labatt has created exciting experiences with consumers through iconic brands like Budweiser, Bud Light, NÜTRL, Michelob Ultra, Corona, Stella Artois and many more. Through our broad portfolio, we are truly a national brewer, with over 3,600 employees, a portfolio of more than 60 quality beers and beyond, and 10 breweries from coast-to-coast, we are proud to serve Canada and the communities we call home.

ROLE SUMMARY

The Bilingual Customer Experience Analyst is the first point of contact for our Consumers, Suppliers, Retailers and Employees. This position is responsible for managing all aspects of customer service and addressing customer inquiries efficiently and professionally through various channels, including inbound phone calls, emails, online chat, and, when necessary, outbound follow-up communications.

JOB RESPONSIBILITIES

• Answer incoming requests via phone, email, fax, chat and ticketing systems
• Register the contact details into the ticketing applications
• Responding to requests and providing accurate information in a timely and professional manner
• Resolve or forward requests in accordance with established procedures
• Perform a variety of moderately complex administrative tasks

JOB QUALIFICATIONS

• High School Diploma or Equivalent
• Previous customer service experience (Phone and email), 1-2 years
• Previous contact center experience is an asset
• Ability to multitask, prioritize and manage time effectively in a fast-paced environment
• Resilient, Ownership mindset, Negotiation Skills
• Ability to grasp new concepts quickly and efficiently
• Professional and enthusiastic
• Ability to work in a team environment as well as independently
• Strong digital literacy – ability to work with websites, databases
• Knowledge in Microsoft Office (word, excel and power point)
• Ticketing systems such as Salesforce (B2C), ZenDesk, Jira, etc.

WHY LABATT

As one of Canada’s Top 100 Employers, Labatt is a place where our people can bring out the best in themselves through a collective purpose of creating A Future With More Cheers. We are always looking to serve up new ways to meet life’s moments, dream big to move our industry forward, and make a meaningful impact in our communities. We believe in brewing up a future that everyone can celebrate and share.

BENEFITS :

• Health benefits plan, including competitive coverage for medical, dental, mental health, life, and disability insurance, that can be flexed to fit your needs.
• Additional flex credits for healthcare or wellness spending accounts.
• Retirement plan with a generous company-matching contribution, and low-fee RRSP & TFSA savings opportunities to help you secure your financial future.
• Personalized support through an inclusive family-forming benefit, and generous financial support/top-ups for parental leave.
• Access to many wellbeing resources, including Employee & Family Assistance Program support, Webinars, and more.
• An annual allotment of Beer and Beyond-Beer products for employees!

EQUAL OPPORTUNITY EMPLOYER

At Labatt Breweries of Canada, we are an equal opportunities employer, and we are committed to maintaining a welcoming, safe, and inclusive environment for every person – regardless of age, race, ethnicity, nationality, sexual orientation, gender identity and expression, religion, neurodivergence, or disability status.

REQUIRE ADDITIONAL ASSISTANCE?

Labatt Breweries of Canada is committed to fair and equitable recruiting practices. Persons with disabilities are encouraged to come forward at any stage of the recruitment process to request accommodations, if needed. Members of our team will consult and create processes that provide individuals with disabilities the best possible recruitment experience.

Labatt Breweries will never ask you for money or reimbursement of training fees as part of our recruitment process. Any email communication you receive as part of the application or onboarding process will come from a @Labatt.com email address. If you have any questions or concerns, please email the recruitment team at ***email_hidden***

AI DISCLOSURE

We may use artificial intelligence tools to assist with scheduling interviews and managing screening times. We do not use AI to evaluate applicants or make decisions during the interview process. All candidate assessments and hiring decisions are made by our recruitment and leadership teams.

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