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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on empathy and solutions-oriented approaches, while effectively managing time and multitasking in a high-volume environment. Proficient in navigating digital platforms and providing guidance to support teams.
Highest-signal resume keywords
Customer Service ExperienceEmpathy and De-escalation SkillsWritten Communication SkillsTime Management SkillsTechnology Application Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceIssue ResolutionIncident HandlingProblem DiagnosisMultitasking
Soft Skills
EmpathyInterpersonal SkillsSolutions OrientedAdaptabilityCollaboration
Tools & Technologies
CAMCustCareDigital Environments
Industry Keywords
Customer AdvocacyHigh-Volume EnvironmentRetail ExperienceOnline Customer Service
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Previous experience in Indigo retail locations is required
- Previous experience in online customer service roles considered an asset
- Working knowledge of technology applications such as CAM and CustCare
- Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
- Exceptional written communication and interpersonal skills
- Excellent time management skills and ability to multitask
- Comfortable working in a high-volume, detailed task environment with individual productivity goals
- E-literate and confident navigating Indigo’s digital environments
- Able to work from home with reliable internet access
- Weekend and evening availability required
Benefits
Comp & perks- Remote work option
- Reliable internet access for working from home
- Accommodation during the recruitment process
- Diversity, Equity, Inclusion, and Accessibility commitments
- Responsible and privacy-conscious hiring process using AI tools