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
Some of what you will get
Health and Dental benefits
Learning & Development programs
Work from home position
Fast paced environment
Rotational shift schedule, including evenings and weekends
After signing up, you will be sent an email with instructions on how to connect.
Please be prepared to join the virtual interview from a quiet place using a desktop or mobile device with a working speaker, microphone, and camera. Check to see if your network connection can support an online session. A plugged in ethernet cable or a strong WiFi network signal will help avoid time delays during your conversation.
What to prepare
Ensure their camera and microphone are working. Have their resume close by and review the job description.
Preferred dress code
Casual (come as you are, but please be presentable)
About STAPLES Canada
Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.
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.
Work Location: Remote
Status: Full Time – Part Time
What is a virtual interview?
Virtual interviews help employers connect with job seekers when they're not in the same physical location. Since hiring is a human process, employers would like to talk with you online (chat, video, or phone) to see if you meet the requirements for the job.