Service Ontario - Bilingual Customer Support Specialist - EN/FR (Part-time)

Staples Canada•Scarborough, ON

1d•Onsite

About The Position

Staples Canada, as the Working and Learning Company, is building an inclusive and diverse team. This role is part of a strategic partnership with ServiceOntario, bringing essential government services to Staples store locations. The Customer Support Specialist will act as a primary services specialist, providing customers with total services solutions. This involves solving problems, answering questions, ensuring customer needs are met, and anticipating future needs. The role requires handling escalated customer interactions with professionalism and tact. The position is based in a retail store environment and includes working a variety of shifts, including evenings and weekends. Artificial intelligence may be used in certain stages of the hiring process, but human reviewers make all final decisions.

Requirements

Engage with customers in a friendly and professional manner and resolve customer concerns in a diplomatic manner.
Communicate with customers effectively using a variety of mediums.
Ability to plan, organize and prioritize to effectively serve our customers.
Ability to work effectively with ongoing distractions is necessary.
Attention to details to ensure accuracy of form completion.
Use software such as Microsoft Office, database programs and the Internet to access and retrieve information; to prepare correspondence and reports; and to conduct research.
Arithmetic skills to calculate fees, collect and balance monies for the sale of publications, products and services, and to balance, close off a department and prepare reports and deposits.
Bilingualism English and French proficiency is required.
Must be a minimum of 18 years of age at the time of hire.

Responsibilities

Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally or written.
Provide information and clarification to all requests including types of services, fees, and eligibility for services.
Provide interpretation of guidelines, directives and procedures related to products, programs and services.
Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately.
Assist in the de-escalation and resolution of customer complaints, returns and exchanges, seek assistance of a leader where required.
Respond to customer inquiries related to questions within the store location.
Take opportunities to direct and assist customers in the total store experience.