About the role

Online billing and support agent handling customer accounts, orders, refunds, and chargebacks for Indigo’s book and lifestyle retail business. Providing phone, chat, and email support.

Responsibilities

Support Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries
Recover failed settlements
Resolve billing inquiries, including invoice requests, chargebacks, refunds and adjustments
Resolve customer and order-related problems, escalating issues, bugs and concerns to appropriate channels
Provide phone and email support to Customers, Stores and the Customer Service Team
Investigate late orders using various tools and applications
Work with internal departments and external vendors on product updates and estimated shipping timeframes
Follow through on assigned tasks efficiently, accurately and with high quality
Advocate for customers in decision-making and design processes
Identify and anticipate customer expectations and needs
Identify areas for improvement, diagnose issues and work to resolve them
Collaborate cross-departmentally and share technical knowledge
Report to the Manager, Customer Service

Secondary School Diploma
2+ years Customer Service Experience
Employment is contingent upon the successful completion of a credit check
Excellent communication skills, both verbal and written
Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
Able to handle stressful situations involving irate customer escalations
Knowledge of Excel
Works well independently with minimal supervision
Detail oriented, with an emphasis on accuracy and quality
Call Centre experience an asset
Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)