[Hiring] Customer Service Escalation Agent @Indigo Books & Music

Role Description

The Agent, Customer Service Escalation resolves customer issues in a timely and effective manner, to deliver a best-in-class customer service experience. 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

• Customer Contacts handled per week
• CSAT score on resolved incidents

Key Accountabilities

• Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the business.
• Respond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issues.
• Demonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalation.
• Find appropriate and thoughtful resolutions for customers' problems, based on their unique situation and story, while balancing the impacts to the business.
• Hold oneself accountable to providing service excellence and adding joy to all customers.
• Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as needed.
• Provide feedback on specific incident handling to our third-party contact centre.
• Take initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguity.
• Escalate issues, bugs and concerns to the appropriate internal channels.
• 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
• Manager once Removed (MOR): VP, Customer Experience & eCommerce

Key Relationships

• Internal:
  • Customer Experience
  • Retail
  • Marketing
  • Loyalty
  • Product Quality
  • Merchant teams
  • Promotions
  • Supply Chain
• External:
  • 3rd party customer service providers

Qualifications

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

Additional Information

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources.

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.

• Employee Type: Seasonal
• Full-Time/Part-Time: Full-Time
• Compensation: up to CAD 20 - hourly