Some of what you will do: Investigates and resolves customer problems and escalations of all types for Staples Canada (Staples.
ca, Home Office, Staples Canada Retail stores including Print & Marketing, Staples Commercial Accounts, Better Business Bureau, and Social Media platforms, etc.
Liaises with customers via telephone, email, and/or social media to determine nature of the issue, uses internal and external network of contacts and problem-solving.
Document issue and details of resolution and, where necessary, follow up with senior executives with particulars of the case.
Identify system or process breakdowns and open tickets or escalate problems to ensure issue is corrected.
Specifically, You Will: Provide support to all Staples Canada customers by answering questions, and by investigating and resolving issues, escalations and problems by phone, email, or social media.
Document all Staples.
ca escalations in the order notes in the Order Management System and Zendesk.
Identifies trends regarding reasons for escalations and communicates these regularly to the Team Manager and Contact Centre Manager.
Some of what you need: Post-secondary education required.
Bilingual in French and English.
Above average Interpersonal skills to communicate with customers, senior executives, managers and to develop and maintain a network of contacts from all areas of the Company, vendors, delivery partners, and various third-party acquaintances.
Able to collaborate with all contacts to ensure that each escalation or problem is resolved efficiently.
Flexible with working a variety of shifts, including nights and weekends.
Excellent computer literacy including MS Teams, Word, Excel, and.