Bilingual Customer Success Specialist

Staples Inc.•Canada,

About The Position

This role is responsible for investigating and resolving customer problems and escalations for Staples Canada across various channels including online, retail stores, commercial accounts, and social media. The specialist will liaise with customers via telephone, email, and social media to identify issues, utilize internal and external resources to find solutions, and ensure customer satisfaction. The role also involves documenting issues and resolutions, identifying system or process breakdowns, and escalating problems for correction. The specialist will provide support by answering questions and resolving issues, maintain records of all issues worked, and identify trends in escalations to communicate to management. Other duties may be assigned by the manager.

Requirements

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 working a variety of shifts, including nights and weekends.
Excellent computer literacy including MS Teams, Word, Excel, and Outlook plus general knowledge of using the internet to locate information and data.
Ability to acquire superior systems and process knowledge including, but not limited to, all online order and customer service systems and processes, and knowledge of Staples Retail systems and procedures.
Minimum 2 years Contact Centre experience.
Sound knowledge of Staples processes and systems.

Responsibilities

Investigate and resolve 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.).
Liaise with customers via telephone, email, and/or social media to determine the nature of the issue.
Use internal and external network of contacts and problem-solving skills to identify the best possible resolution.
Finalize solution with customer and ensure that full solution is completed and customer is totally satisfied.
Document issue and details of resolution.
Follow up with senior executives with particulars of the case where necessary.
Identify system or process breakdowns and open tickets or escalate problems to ensure issue is corrected.
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.
Maintain records of all issues worked, whether online, retail or any other.
Document all Staples.ca escalations in the order notes in the Order Management System and Zendesk.
Identify trends regarding reasons for escalations and communicate these regularly to the Team Manager and Contact Centre Manager.
Perform other duties and responsibilities as assigned by your manager.