Customer Support Representative

Some of what you will do:

In this frontline contact center role, as a Customer Support Representative, you will assist customers by providing knowledgeable support and guidance. You will handle inquiries, answer questions about orders and services, create work orders or service requests, and resolve issues to ensure a smooth customer experience. Additionally, you will process billing and account updates, document interactions accurately, and direct service requests through the appropriate channels. This role is focused on efficient intake, issue resolution, and delivering a seamless customer experience across Staples Enterprise Services, and membership programs. Each day will be fast-paced, detail-oriented, and customer-focused.

Specifically, You Will:

• Handle inbound calls, chats, and emails related to Enterprise services, and membership service requests.
• Respond to customer inquiries, resolve issues efficiently, and follow up when necessary.
• Proactively identify and recommend service solutions to enhance the customer experience.
• Ensure customer satisfaction by delivering effective solutions and promoting loyalty.
• Access and update customer records, including case management databases and service logs.
• Educate customers on the benefits of chat/digital support and encourage its use.
• Make outbound calls as needed for payment issues, service updates, and resolution offers.
• Escalate unresolved issues to leadership for expedited resolution.
• Assess service eligibility by reviewing service coverage, customer documentation, and additional supporting details before processing service.
• Provide Personalized Support: Adapt communication and resolution approaches based on the customer’s level of knowledge.

Some of what you need:

• Degree, diploma or certificate in a related field an asset.
• Bilingual in English and French is preferred.
• Proficiency in using CRM systems, NICE platform, and BeyondTrust remote support tools.
• Strong typing skills with a high level of accuracy and speed.
• Knowledge in printing is an asset.
• Experience in a contact center environment, handling chat, email, and phone interactions.
• 1-2 years in a contact centre environment.
• Previous experience in a technical field preferred.
• 2-3 years in a customer service environment.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

#MakeAnImpact