Customer Service Representative II

Staples Advantage Canada; Halifax; Remote; CAD 35,000 - 50,000; Full time

Job summary

A leading company in business solutions is looking for Customer Service Representatives to support customers by resolving issues and anticipating their needs. The role requires prior customer service experience and includes responsibilities such as documenting customer interactions and collaborating with multiple teams. Candidates should possess excellent problem-solving skills and a positive attitude while managing complex customer situations. Enjoy benefits like vacation time, discounts, and wellness programs.

Benefits

Inclusive culture with associate-led Business Resource Groups

Vacation Allotment and Holiday Schedule

Online and Retail Discounts

Company Match RRSP

Physical and Mental Health Wellness programs

Qualifications

• Previous customer service experience is required.
• Ability to perform basic equipment troubleshooting and PC/hardware setup.
• Must work an 8-hour shift between 8 AM and 8 PM Eastern.

Responsibilities

• Interact with customers to assist with complex or escalated issues.
• Document details regarding customer contacts and provide timely follow-up.
• Collaborate with internal and external teams to resolve issues.

Skills

Customer focus

Problem-solving

Communication

Flexibility

Efficiency

Education

High School Diploma or GED

Job description

Staples is business to business.You’re what binds us together.

Our customer service team supports our company through their confidence, knowledge and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.

Our Customer Service professionals are expert problem solvers and communicators who can empathize with a customer’s situation, quickly determine their needs, and provide resolution while navigating multiple systems and resources. Representatives focus on exceeding expectations of customers and delivering an effortless experience. The opportunity to make it right for our customers is why our team is among the most important in the organization. Success factors for this role includeflexibilityandefficiencyacross multiple contact channels (phone, email, or chat) while striving to deliver exceptionalquality.

Start Date: August 25th

What you’ll be doing:

• Routinely interact with customers who require assistance resolving issues that may be complex or escalated
• Perform research and determine optimal resolution
• Provide timely follow-up and follow-through
• Collaborate with multiple teams (internal and external)
• Document details related to the nature of customer contacts
• Develop subject matter expertise within multiple areas of the business, taking on various work assignments as needed
• Contribute to achieving Key Performance Indicators by meeting quality, production, and attendance standards

What you bring to the table:

• Advanced customer focus capabilities that include anticipating customer needs, uncovering underlying problems, and providing a low-effort experience
• Ability to diagnose problems, take corrective action, and offer varied solutions dependent on customer need
• Demonstrates resiliency and positivity when faced with adverse or difficult situations
• Readily takes action and steps up to handle tough issues, displaying a can-do attitude

Basic Qualifications:

• Previous customer service experience
• Distraction-free, designated workspace/home office
• High Speed Internet
• Ability to perform basic equipment troubleshooting and PC/hardware set up
• Must be able to work an 8-hour shift between the hours of 8 AM and 8 PM Eastern

Preferred Qualifications:

• Two years Customer Service experience within the past 5 years
• High School Diploma or GED
• Previous work from home experience

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• Vacation Allotment and Holiday Schedule
• Online and Retail Discounts, Company Match RRSP, Physical and Mental Health Wellness programs, and more!