Inbound Contact Centre Agent

Costco Wholesale Canada Ltd.; Ottawa; On-site; CAD 36,000 - 44,000; Full time

Job summary

Costco Wholesale in Ottawa, Ontario is seeking friendly and customer-service oriented inbound contact centre agents to join our growing team. You will assist Costco.ca customers by phone and email, researching inquiries and guiding online ordering while maintaining courteous, accurate communication.

We value flexibility, strong communication, and organizational skills in a fast-paced environment. Training and coaching are provided to help you reach targets and deliver outstanding member service.

Qualifications

• Customer-focused and service-oriented.
• Strong written and verbal communication.
• Able to research and resolve inquiries effectively.

Responsibilities

• Responds to member inquiries by phone and email for Costco.ca deliveries in a courteous, professional manner.
• Documents actions and conversations in the member record and call system logs.
• Acts as a liaison between members, vendors, buying and operations teams.
• Uses problem-solving skills, tact and discretion to address concerns.
• Escalates calls to a supervisor when needed.
• Handles a high volume of emails and calls.
• Meets department inbound contact goals daily.
• Verifies addresses, phone numbers, purchased items, and quantities.
• Maintains quality and consistency of written and oral communications.

Skills

Customer service

Communication skills

Organizational skills

Problem solving

Attention to detail

Multitasking

Tools

Gmail

Google Drive

Online ordering systems

Job description

At Costco Wholesale, we’re dedicated to providing our members with the highest level of customer service. We are looking to add dynamic and personable individuals to our growing team of inbound contact centre agents.

Look forward to:

• A fun, fast-paced environment
• The opportunity to help others by offering excellent member service
• Continued coaching/training to help you reach goals

We’re looking for candidates who are:

• Customer-service minded – Contact centre agents are our members’ first point of contact.
• Flexible – Scheduling to cover our hours of operation and changing priorities.
• Tech-savvy – We use a variety of computer applications and resources to research each member’s inquiry. Proficiency in online ordering, Gmail and Google Drive are assets.
• Patient – Our members deserve the best service.
• Organized – To determine the best solution.
• Able to communicate effectively – Active listening is key and written responses must be clear.

Daily tasks:

• Responds to member inquiries in a courteous and professional manner by phone and email for Costco.ca deliveries. Helps members with online ordering through the website as required. Areas of inquiry include website navigation, order placement and delivery follow-up.
• Keys notes to computer membership record to document action or conversation. Keys notes to phone system log to classify call resolution.
• Operates as a liaison between members, vendors, buying and operations employees.
• Responds to member concerns using problem-solving skills, tact and discretion.
• Escalates calls to supervisor.
• Processes a high volume of emails and incoming phone calls.
• Meets department daily in-bound contact goals.
• Confirms member addresses, phone numbers, items purchased and quantities.
• Maintains the quality and consistency of written and oral communications.

Languages:

• Candidates must be able to communicate in English (oral and written).

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