About the position
Investigates and resolves customer problems and escalations of all types for
Staples Canada (Staples.ca, Home Office, Staples Canada Retail stores including
Print & Marketing, Staples Commercial Accounts, Better Business Bureau, and
Social Media platforms, etc.). Liaises with customers via telephone, email,
and/or social media to determine nature of the issue, uses internal and external
network of contacts and problem-solving skills to identify best possible
resolution, finalizes solution with customer, and ensures that full solution is
completed, and customer totally satisfied. Document issue and details of
resolution and, where necessary, follow up with senior executives with
particulars of the case. Identify system or process breakdowns and open tickets
or escalate problems to ensure issue is corrected.
At Staples Canada we are dynamic, inspiring partners to our customers and the
communities in which we live. As The Working and Learning Company, we inspire
people to work smarter, learn more and grow every day. We’re looking for
curious, approachable, and passionate individuals who love finding solutions. If
that’s you, let’s work, learn, and grow together.
Responsibilities
• Provide support to all Staples Canada customers by answering questions, and
by investigating and resolving issues, escalations and problems by phone,
email, or social media.
• Maintain a log of all issues worked, whether online, retail or any other.
Document all Staples.ca escalations in the order notes in the Order
Management System and Zendesk.
• Identifies trends regarding reasons for escalations and communicates these
regularly to the Team Manager and Contact Centre Manager.
• Perform other duties and responsibilities as assigned by your manager.
Requirements
• Post-secondary education required.
• Bilingual in French and English.
• Above average Interpersonal skills to communicate with customers, senior
executives, managers and to develop and maintain a network of contacts from
all areas of the Company, vendors, delivery partners, and various third-party
acquaintances. Able to collaborate with all contacts to ensure that each
escalation or problem is resolved efficiently.
• Flexible with working a variety of shifts, including nights and weekends.
• Excellent computer literacy including MS Teams, Word, Excel, and Outlook plus
general knowledge of using the internet to locate information and data.
• Ability to acquire superior systems and process knowledge including, but not
limited to, all online order and customer service systems and processes, and
knowledge of Staples Retail systems and procedures.
• Minimum 2 years Contact Centre experience.
• Sound knowledge of Staples processes and systems.
Benefits
• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more…