[Hiring] Senior FCR Specialist @Staples Canada

Role Description

As a Senior FCR Specialist I within our HiTouch organization, you'll serve as a trusted resource for customers, delivering exceptional service and helping resolve complex inquiries with speed, accuracy, and professionalism. This remote role is ideal for a customer-focused professional who thrives in a fast-paced environment, enjoys problem solving, and is passionate about creating positive customer experiences that drive loyalty and long-term business success.

• Respond to customer inquiries, identify needs, and resolve service requests efficiently, prioritizing first-contact resolution and a positive customer experience.
• Research, troubleshoot, and resolve complex or escalated customer issues through effective problem-solving and follow-up.
• Navigate internal systems, databases, and software to manage customer interactions, resolve cases, and maintain accurate documentation.
• Collaborate with cross-functional teams to address customer concerns and identify opportunities to improve processes and the customer experience.
• Recommend products, services, or solutions that align with customer needs and business objectives.
• Meet or exceed customer service performance metrics while adhering to company policies, procedures, and compliance requirements.
• Participate in ongoing training to strengthen product and process knowledge.
• Perform other duties as assigned.

Qualifications

• Passion for delivering exceptional customer service and building strong customer relationships.
• Ability to independently manage customer issues from initial contact through resolution, including appropriate follow-up.
• Strong verbal and written communication, problem-solving, and critical-thinking skills.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in navigating multiple systems and technology platforms simultaneously.
• Ability to collaborate effectively with internal partners and stakeholders.
• Commitment to continuous learning, process improvement, and service excellence.

Requirements

• High School Diploma or GED.
• Minimum of 2+ years of customer service, customer support, contact center, or related experience, including resolving customer concerns in a fast-paced environment.
• Strong verbal and written communication, problem-solving, and critical-thinking skills.
• Proficiency in Microsoft Office applications, including Excel and Outlook.
• Ability to manage multiple tasks, maintain accurate records, and follow up on open issues.
• Flexibility to work occasional weekends and holidays as business needs require.

Benefits

• Inclusive culture with associate-led Business Resource Groups.
• 112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday).
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!