Some of what you will do:
Investigates and resolves customer problems and escalations of all types for Staples Canada (Staples.ca, Home Office, Staples Canada Retail stores including Print & Marketing, Staples Commercial Accounts, Better Business Bureau, and Social Media platforms, etc.). Liaises with customers via telephone, email, and/or social media to determine nature of the issue, uses internal and external network of contacts and problem-solving skills to identify best possible resolution, finalizes solution with customer, and ensures that full solution is completed, and customer totally satisfied. Document issue and details of resolution and, where necessary, follow up with senior executives with particulars of the case. Identify system or process breakdowns and open tickets or escalate problems to ensure issue is corrected.
Specifically, You Will:
- Provide support to all Staples Canada customers by answering questions, and by investigating and resolving issues, escalations and problems by phone, email, or social media.
- Maintain a log of all issues worked, whether online, retail or any other. Document all Staples.ca escalations in the order notes in the Order Management System and Zendesk.
- Identifies trends regarding reasons for escalations and communicates these regularly to the Team Manager and Contact Centre Manager.
- Perform other duties and responsibilities as assigned by your manager.
Some of what you need:
- Post-secondary education required.
- Bilingual in French and English.
- Above average Interpersonal skills to communicate with customers, senior executives, managers and to develop and maintain a network of contacts from all areas of the Company, vendors, delivery partners, and various third-party acquaintances. Able to collaborate with all contacts to ensure that each escalation or problem is resolved efficiently.
- Flexible with working a variety of shifts, including nights and weekends.
- Excellent computer literacy including MS Teams, Word, Excel, and Outlook plus general knowledge of using the internet to locate information and data.
- Ability to acquire superior systems and process knowledge including, but not limited to, all online order and customer service systems and processes, and knowledge of Staples Retail systems and procedures.
- Minimum 2 years Contact Centre experience.
- Sound knowledge of Staples processes and systems.
Some of what you will get:
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
- And more…
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.
