cover image
Couche-Tard

Couche-Tard

corpo.couche-tard.com

1 Job

3,224 Employees

About the Company

An entrepreneur at heart with a genuine passion for customer service, Alain Bouchard opened the very first Couche-Tard in Laval in 1980. Since then, the small neighbourhood convenience store has continued to expand and now enjoys a global presence. Couche-Tard is the leader in the Canadian convenience store industry. In the United States, it is the largest independent convenience store operator in terms of the number of company-operated stores. As of February 3, 2019, Couche-Tard’s network comprised 9,933 convenience stores throughout North America, including 8,662 stores with road transportation fuel dispensing. In Europe, Couche-Tard operates a broad retail network across Scandinavia, Ireland, Poland, the Baltics and Russia through ten business units. As of February 3, 2019, Couche-Tard’s network comprised 2,709 stores, the majority of which offer road transportation fuel and convenience products while the others are unmanned automated fuel stations which only offer road transportation fuel. In addition, under licensing agreements, more than 2,100 stores are operated under the Circle K banner in 14 other countries and territories (Cambodia, China, Costa Rica, Egypt, Guam, Honduras, Hong Kong, Indonesia, Macau, Mexico, Mongolia, Saudi Arabia, the United Arab Emirates and Vietnam), which brings the worldwide total network to more than 16,000 stores. Working in the great Couche-Tard/Circle K family also means belonging to a vast network of convenience stores that gives its customers a total shopping experience. Overall, the Couche-Tard network employs over 130,000 people dedicated to making its customers' lives a little easier every day.

Listed Jobs

Company background Company brand
Company Name
Couche-Tard
Job Title
Customer Care Analyst
Job Description
**Job title**: Customer Care Analyst **Role Summary**: The Customer Care Analyst resolves complex and urgent customer issues across phone, email, chat, and social media, maintaining high satisfaction and adhering to SLAs. The position requires independent decision‑making, advanced troubleshooting, and data‑driven performance improvement. **Expectations**: - Deliver timely, accurate resolutions to escalated inquiries. - Meet or exceed all SLA targets. - Use digital analytics to identify trends and recommend improvements. - Maintain accurate customer records in Salesforce. - Collaborate with internal teams and external partners to solve root causes. - Operate with minimal supervision and take ownership of issue resolution. **Key Responsibilities**: 1. Respond to advanced customer inquiries via phone, email, chat, and social media. 2. Manage and resolve complex cases beyond Tier 1 scope. 3. Monitor call queues and manage overflow using Genesys indicators. 4. Conduct daily audits and quality checks on cases and calls. 5. Report errors and maintain accurate Salesforce data promptly. 6. Execute maintenance and testing activities for customer products. 7. Escalate unusual or high‑priority issues to supervisors. 8. Engage in mandatory training for product and policy updates. 9. Apply company policies consistently while resolving or escalating issues. 10. Provide feedback to internal stakeholders to improve product and service quality. **Required Skills**: - Bilingual proficiency (Advanced French & English) – verbal and written. - Advanced troubleshooting and root‑cause analysis. - Strong written and verbal communication, composition, and active‑listening skills. - Proficiency with digital analytics tools to inform data‑driven decisions. - Competence in Microsoft Office (Word, Excel, PowerPoint). - Ability to multi‑task, work overtime (holidays/wkends), and manage queues. - Experience managing call‑center operations, monitoring SLAs, and optimizing performance. - Proven social‑media correspondence with grammar, spelling, and tone compliance. **Required Education & Certifications**: - Bachelor’s degree in Marketing, Communications, or related field (preferred). - Minimum 3 years of experience in Customer Relations or Reputation Management. - No specific certifications listed; relevant industry certifications (e.g., Salesforce) are a plus.
Laval, Canada
On site
Junior
12-01-2026