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Customer Service Escalation Specialist
2 months ago
At Indigo, we are seeking a highly skilled Customer Service Escalation Agent to join our team. As a key member of our customer service function, you will be responsible for resolving escalated customer issues in a timely and effective manner, ensuring customer satisfaction at all times.
Key Responsibilities:- 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
- Number of escalations in the queue resolved, per day
- Net promoter score of resolved escalations
- Previous experience in Indigo retail locations is required
- Previous experience in online customer service roles considered an asset
- Working knowledge of technology applications such as CAM, CustCare
- 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
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 Support- if you require an accommodation at any time during the recruitment process.
