Bilingual Online Billing & Support Agent - (French and English)

Company Description

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s
• We Will be Totally Customer Centric
• We Will Be Data Driven – System Thinking – Entrepreneurial
• We are Committed to True and Shared Value Creation
• We Will be Human-Centered and AI Enabled
• We are Committed to Caring About Each Other, Our Communities, Our Environment

Job Description

The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone and email in regards to customer and/or order related inquiries. In addition, tasks include fraud prevention, recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.

KEY PERFORMANCE METRICS

• Follow through on assigned tasks with efficiency and high quality
• Maintain a high degree of accuracy when completing tasks

KEY ACCOUNTABILITIES

Functional

• As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
• Recover failed settlements
• Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
• Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
• Provide phone and email support to our Customers, Stores and Customer Service Team
• Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.
• Follow through on assigned tasks with efficiency, accuracy and high quality
• 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, Online Billing & Support

KEY RELATIONSHIPS

Internal:

• Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.

External:

• Work with vendors and financial institutions

Qualifications

Work Experience / Education / Certifications

• Secondary School Diploma
• 2+ years Customer Service Experience

Competencies / Skills / Attributes

• Excellent communication skills, both verbal and written
• Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
• Motivated and optimistic
• Able to handle stressful situations involving irate customer escalations
• Knowledge of Excel
• Works well independently with minimal supervision
• Detail oriented, with an emphasis on accuracy and quality
• Call Centre experience an asset

Other (travel, Bilingual, etc.)

• Able to proficiently communicate verbally and in writing in both French and English
• Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)