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Agent, Customer Service Escalation

4 weeks ago

Toronto, Canada Indigo Full time

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 beautiful
We are Canada's Cultural Department Store
Books 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 products
Our job is to create joyful moments for our customers
We treat each other the way we'd treat a valued friend
We inspire each other to do our best work
We seek to ignite creativity and innovation every day
We give back to the communities in which we operate

**Job Description**:
The Agent, Customer Service Escalation resolves escalated issues in a timely and effective manner, ensuring customer satisfaction at all times. 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

Number of escalations in the queue resolved, per day
Net promoter score of resolved escalations

KEY ACCOUNTABILITIES

Functional

Respond to customer incidents in the Home Office Support Queue, acting as a customer advocate for Indigo in resolving these issues
Seek new and innovative ways to resolve customer issues without further escalation
Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
Proactively identify and anticipate customer expectations and needs
Embrace and seek out technology that creates high tech and high touch solutions for Indigo's customers
Challenge 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 easily
Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
Help others see the impacts of their efforts and proactively engage other functions to get input
Encourage 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 do
Celebrate diversity of thought and have an open mindset
Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
Embrace, champion and influence change through your team and/or the organization

SCOPE

**Reports to**: Manager, Customer Service Delivery

KEY RELATIONSHIPS

**Internal**:
Customer Experience
Retail
Supply Chain
Reading
Lifestyle

**External**:
3rd party customer service providers

**Qualifications**:
Work Experience / Education / Certifications

Previous experience in Indigo retail locations is required
Previous experience in online customer service roles considered an asset

Competencies / Skills / Attributes

Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
Exceptional written communication and interpersonal skills
Excellent time management skills and ability to multitask
Comfortable working in a high-volume, detailed task environment with individual productivity goals
e-literate and confident navigating Indigo's digital environments

Other (travel, Bilingual, etc.)

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

Additional Information

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