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Online Billing & Support Agent - 6 months Contract - Jobs in Toronto, Ontario

Indigo Books Music
Job LocationToronto, Ontario
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

Job Description

Job DescriptionMISSIONThe Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone, live chat, and email with account and order concerns and general inquiries. In addition, tasks include recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.KEY PERFORMANCE METRICS

  • Follow through on assigned tasks with efficiency and high quality
  • Maintain a high degree of accuracy when completing tasks
  • Customer Contacts handled per week
  • CSAT score on resolved incidents
KEY ACCOUNTABILITIESFunctional
  • Respond to general Customer Service inquiries, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impact to the business
  • Recover failed settlements
  • Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
  • Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
  • Provide phone and email support to our Customers, Stores and Customer Service Team
  • Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.
  • Follow through on assigned tasks with efficiency, accuracy and high quality
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Proactively identify and anticipate customer expectations and needs
  • Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them
People
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage other functions to get input
  • Encourage others to freely share their point of view and be open to feedback
Cultural
  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
  • Embrace, champion and influence change through your team and/or the organization
SCOPEReports to: Manager, Customer ServiceManager once Removed (MOR): VP, Customer Experienceamp; eCommerceKEY RELATIONSHIPSInternal:
  • Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.
External:
  • Work with vendors and financial institutions

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