Customer Support Representative (Bilingual French-English)

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live.

At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable and passionate, and who enjoy finding solutions.

If that's you, let's work, learn and grow together.

We are building an inclusive and diverse team

Staples Canada is 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.

Some of what you will do

In this frontline contact centre role, as the Customer Support Representative, you will provide customer support across various Tech Services and partner programs.

You will assist in facilitating solutions, based on the customer's needs and entitlements, by making recommendations and facilitating accepted solutions through appropriate service paths.

You will provide additional support to related programs by selling / recommending applicable services to customers, handling billing and account inquiries / updates, resolving customer service opportunities and delivering on the approved client retention strategy.

The objective of this position is to provide the highest level of customer service and enhance the customer experience through the support of applicable Staples Tech Services and other Solutionshop programs.

Each day will be fast-paced, challenging, rewarding and meaningful.

Specifically, you will :

• Receive inbound calls from customers for information on subscription services, tech services and / or open extended warranty claims for replacement or repair of eligible products.
• Answer inquiries, resolve problems, and contact customers to investigate and resolve customer concerns
• Actively engage in service solutions sales.
• Facilitate appropriate solutions to ensure customer loyalty.
• Check for existing cases and construct individual case reference files and document new cases / update case management data base / logs
• Explain the benefits of remote service pathway offers to customers
• Conduct outbound calls where requested to advise of payment rejections, service termination, etc.
• Conduct outbound calls to offer a settlement when a unit is not repairable under our extended warranty plan and negotiate settlement resolution with customer.
• Schedule customers in booking tool for subscription and on-site service programs
• Filter concerns / needs using listening and probing skills to determine root cause.
• Liaison with the internal and external partners, including Staples Repair Depots, Service Advisors, Remote Agents, Stores and 3rd Party Repair Vendors to ensure complete customer service excellence
• Initiate and review any escalations with leadership team to expedite resolution and closure of customer issues.
• Initiate dispatch procedure for hardware pickup / shipment as appropriate for limited product line
• Determine claim eligibility by studying the extended service plan coverage and the terms and conditions; study any documentation submitted;

assemble additional information as required from outside sources and then enter details into the Electronic Ticketing System system Some of what you need

• 1-2 years in a contact centre environment
• Previous experience in a technical field preferred
• 2-3 years in a customer service environment
• Degree, diploma or certificate in a related field an asset
• Familiar with AS400 environment and proficient in MS Office, excel, word, PowerPoint, etc.
• Bi-Lingual English / French required .
• Excellent communication and collaboration skills.
• Ability to multi-task and work in a very fast paced environment.
• Extraordinary customer service orientation
• Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
• Ability to negotiate skillfully in difficult situations with both internal and external groups
• Curious
• Approachable
• Passionate
• Problem solver Some of what you will get
• Associate discount
• Health and Dental benefits
• RRSP / DPSP
• Learning & Development programs
• And more... Additional Information
• Work from home position
• Fast paced environment
• Rotational shift schedule, including evenings and weekends

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