Customer Service Escalation Agent – Seasonal Contract

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $20 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Indigo

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🍽️ Food & Beverage

🏨 Hospitality

📣 Marketing

💰 $913.8k Post-IPO Secondary on 2022-11

Food & Beverage • Hospitality • Marketing

Indigo is dedicated to telling stories and creating experiences centered around books, ideas, and community. With over 170 retail locations across Canada, including Indigo, Indigospirit, Chapters, and Coles stores, it offers a wide variety of products such as books, toys, gifts, stationery, eReading devices, home decor, baby items, electronics, wellness products, beauty items, and fashion. Indigo is focused on building a customer-centered culture and providing enriching experiences for both its customers and employees.

📋 Description

• Resolve customer issues in a timely and effective manner to deliver a best-in-class customer service experience • Respond to general customer service inquiries through email and live chat • Respond to escalated customers in the Home Office Support Queue by email or phone • Act as a customer advocate and de-escalate customer concerns with empathy • Find thoughtful resolutions based on each customer’s situation while balancing business impacts • Provide guidance to CER Support Squad teams and direct questions to the broader Customer Service group • Provide feedback on incident handling to the third-party contact centre • Respond to unplanned issues and adapt to change or ambiguity • Escalate issues, bugs and concerns through appropriate internal channels • Identify customer expectations and needs and support customer-centric decisions • Identify improvement areas, diagnose issues and work toward resolutions • Collaborate with internal teams and share technical knowledge • Report to the Manager, Customer Service

🎯 Requirements

• Previous experience in Indigo retail locations is required • Previous experience in online customer service roles considered an asset • Working knowledge of technology applications such as CAM and CustCare • Customer focused, empathetic and solutions oriented with the ability to navigate complex issues • Exceptional written communication and interpersonal skills • Excellent time management skills and ability to multitask • Comfortable working in a high-volume, detailed task environment with individual productivity goals • E-literate and confident navigating Indigo’s digital environments • Able to work from home with reliable internet access • Weekend and evening availability required

🏖️ Benefits

• Remote work option • Reliable internet access for working from home • Accommodation during the recruitment process • Diversity, Equity, Inclusion, and Accessibility commitments • Responsible and privacy-conscious hiring process using AI tools