Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

We love books and all things beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

We exist to add joy to our customers’ lives each and every time they interact with us and our productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operate

Job Description

MISSION

The Agent, Customer Service Escalation resolves customer issues in a timely and effective manner, to deliver a best-in-class customer service experience.  This role supports the creation and maintenance of Indigo’s customer-centric culture by contributing key insights to the customer service function. 

KEY PERFORMANCE METRICS

Customer Contacts handled per weekCSAT score on resolved incidents

KEY ACCOUNTABILITIES

Functional

Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the businessRespond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issuesDemonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalationFind appropriate and thoughtful resolutions for customers' problems, based on their unique situation and story, while balancing the impacts to the business  Hold oneself accountable to providing service excellence and adding joy to all customers   Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as neededProvide feedback on specific incident handling to our third-party contact centreTake initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguityEscalate issues, bugs and concerns to the appropriate internal channels Act as an advocate for the customer by placing them at the forefront of all decision-making and design processesProactively identify and anticipate customer expectations and needsEmbrace and seek out technology that creates high tech and high touch solutions for Indigo’s customersChallenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

Collaborate with others to drive flexible and iterative solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedback

Cultural

Model Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Customer Service

Manager once Removed (MOR): VP, Customer Experience & eCommerce

KEY RELATIONSHIPS

Internal:

Customer ExperienceRetailMarketingLoyaltyProduct QualityMerchant teamsPromotionsSupply Chain

External:

3rd party customer service providers

Qualifications

Work Experience / Education / Certifications

Previous experience in Indigo retail locations is requiredPrevious experience in online customer service roles considered an assetWorking knowledge of technology applications such as CAM, CustCare

Competencies / Skills / Attributes

Customer focused, empathetic and solutions oriented with the ability to navigate complex issuesExceptional written communication and interpersonal skillsExcellent time management skills and ability to multitaskComfortable working in a high-volume, detailed task environment with individual productivity goalse-literate and confident navigating Indigo’s digital environments

Other (travel, Bilingual, etc.)

Able to work from home with reliable internet accessWeekend and evening availability required

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process. 

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