Bilingual Online Billing & Support Agent - (French and English)

Indigo Books & Music•Toronto, ON

5d•CA$20

About The Position

The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone and email in regards to customer and/or order related inquiries. In addition, tasks include fraud prevention, 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.

Requirements

Secondary School Diploma
2+ years Customer Service Experience
Excellent communication skills, both verbal and written
Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
Motivated and optimistic
Able to handle stressful situations involving irate customer escalations
Knowledge of Excel
Works well independently with minimal supervision
Detail oriented, with an emphasis on accuracy and quality
Able to proficiently communicate verbally and in writing in both French and English
Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)

Nice To Haves

Call Centre experience an asset

Responsibilities

As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
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
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
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