Indigo

Customer Support

• Resolve customer issues in a timely and effective manner to deliver a best-in-class customer service experience
• Respond to general customer service inquiries through email and live chat
• Respond to escalated customers in the Home Office Support Queue by email or phone
• Act as a customer advocate and de-escalate customer concerns with empathy
• Find thoughtful resolutions based on each customer’s situation while balancing business impacts
• Provide guidance to CER Support Squad teams and direct questions to the broader Customer Service group
• Provide feedback on incident handling to the third-party contact centre
• Respond to unplanned issues and adapt to change or ambiguity
• Escalate issues, bugs and concerns through appropriate internal channels
• Identify customer expectations and needs and support customer-centric decisions
• Identify improvement areas, diagnose issues and work toward resolutions
• Collaborate with internal teams and share technical knowledge
• Report to the Manager, Customer Service

Customer Service Escalation Agent – Seasonal Contract

• Support Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries
• Recover failed settlements
• Resolve billing inquiries, including invoice requests, chargebacks, refunds and adjustments
• Resolve customer and order-related problems, escalating issues, bugs and concerns to appropriate channels
• Provide phone and email support to Customers, Stores and the Customer Service Team
• Investigate late orders using various tools and applications
• Work with internal departments and external vendors on product updates and estimated shipping timeframes
• Follow through on assigned tasks efficiently, accurately and with high quality
• Advocate for customers in decision-making and design processes
• Identify and anticipate customer expectations and needs
• Identify areas for improvement, diagnose issues and work to resolve them
• Collaborate cross-departmentally and share technical knowledge
• Report to the Manager, Customer Service

Customer Service Escalation Agent – Seasonal Contract

Online Billing and Support Agent – Seasonal Contract