[Hiring] Customer Success Specialist @Staples Canada

Role Description

As a Customer Success Specialist, you will play a pivotal role in upholding our commitment to exceptional customer experiences. We prioritize customer satisfaction by addressing cancellation requests, billing inquiries, and acting as an impartial resource for service escalations, partnering with various cross-functional teams to deliver a seamless customer experience and fostering proactive retention strategies.

• Champion our high standards for customer experience by efficiently handling cancellation requests and addressing billing inquiries.
• Lead by example, providing top-notch support to customers and subscribers while identifying opportunities for proactive retention.
• Actively participate in process improvement projects to continuously enhance our service delivery.
• Guide new customers through the onboarding process, ensuring they have a smooth and successful implementation of our subscription services.
• Reach out to customers regularly to provide updates, gather feedback, and help. Anticipate and address any issues or concerns before they escalate.
• Educate customers on the features and functionalities of our services, helping them maximize their usage and achieve their desired outcomes.
• Monitor customer satisfaction and usage metrics to identify opportunities for up-selling or cross-selling additional services. Work to ensure customer renewals and minimize churn.
• Champion the voice of the customer within the company, providing feedback and insights to drive product improvements and enhancements.
• Manage customer profiles with the subscription management platform (Zuora).

Qualifications

• Bachelor’s degree in business administration, Marketing, Communications, or related field (or equivalent experience).
• 3-5 years of proven experience in a customer-facing role, preferably in customer success, account management, or sales.
• Bilingualism in English and French is considered an asset but is not required.
• Exceptional communication skills, both verbal and written, coupled with strong interpersonal and organizational abilities.
• Proficient negotiation skills to navigate challenging situations with internal and external stakeholders.
• Contact center experience is required.

Requirements

• Remote Office environment.
• High speed stable internet connection.
• Rotational shift schedule, including evenings and weekends.

Benefits

• Associate discount
• Learning & Development programs
• And more...

Company Description

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.

We are building an inclusive and diverse team. Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value, and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, or physical ability. If you have a disability or special need that requires accommodation, please let us know.