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Brampton, 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 150 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**:
WHAT YOU’LL DO:

- As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
- Recover failed settlements
- Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
- Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
- Follow through on assigned tasks with efficiency, accuracy and high quality
- 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
- Collaborate with others to drive flexible and iterative solutions, quickly and easily
- 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

**Qualifications**:
WHO YOU ARE:

- Secondary School Diploma
- 2+ years Customer Service Experience
- Flexible, open schedule required (**Mon-Sun 9am-11pm ET, including Stat Holidays**)
- Excellent communication skills, both verbal and written
- Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
- Motivated and optimistic
- Able to handle stressful situations involving irate customer escalations
- Knowledge of Excel
- Works well independently with mínimal supervision
- Detail oriented, with an emphasis on accuracy and quality
- Call Centre experience an asset

Additional Information

**WELCOME HOME