Bilingual Senior Customer Service Representative (Contract)

Some of what you will do:

The Senior Customer Service Representative supports an inbound/outbound customer service team and handles contacts with the intent of providing customer satisfaction and retention. The representative handles situations which may be non-routine and complex in nature and potentially require extensive research according to the situation.

This position requires extensive knowledge of products, processes and procedures as well as a deep understanding of department-specific customer base and related needs.

In addition to demonstrating a high level of proficiency and competency as a Customer Service Representative, the person in this position will be responsible to disseminate that high level of skill and knowledge to train, coach and mentor team members. The Sr. Customer Service Representative will set the example for the entire team while promoting a positive, supportive work environment.

Specifically, You Will:

• Responsible for providing support to contact centre associates – answering questions, investigating and resolving issues for internal and external customer, building and maintaining confidence by correctly answering questions and resolving issues according to established policies and procedures (40%).
• May identify, research, and respond to issues surrounding a customer’s order. Provide alternatives to maintain business with the customer, when a service failures impact customer satisfaction. In some cases, this may include making recommendations on how to improve processes, and may require partnering with internal customers, departments, vendors or delivery agents. (40%).
• Assist in training, coaching and mentoring of new customer service associates. (10%).
• May cover some duties of team manager if requested, such as facilitating team meetings and providing additional team member development or support. (10%).

Some of what you need:

• Minimum of a high school diploma or GED; post-high school diploma or degree preferable.
• Bilingual in French and English.
• Good problem-solving skills and decision-making abilities. Demonstrated ability to make quick decisions and negotiate for a win-win resolution of customer's problems. Able to collaborate with internal and external partners to ensure that each customer service inquiry is resolved efficiently.
• Solid Staples knowledge including order management system, ordering procedures, customer service procedures, and all applicable department policies and procedures. An aptitude for understanding and utilizing a wide array of resources, and ability to incorporate and train others on them quickly and effectively.
• Ability to handle all department functions including inbound/outbound contacts and offline work. Deep understanding of specific customer base and related needs.
• Must have Staples Business Advantage Canada experience.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

#Bringyourpassion

Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.