Agent, Customer Service Escalation

2 weeks ago

Toronto, Canada Indigo Books & Music 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

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**

**WELCOME HOME

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