Bilingual Customer Success Specialist-Part time- EN/FR

Remote World

Canada
Permanent
Part-time

22 hours ago

Some of what you will doInvestigates and resolves customer problems and escalations of all types for Staples Canada (Staples.ca, Home Office, Staples Canada Retail stores including Print & Marketing, Staples Commercial Accounts, Better Business Bureau, and Social Media platforms, etc.). Liaises with customers via telephone, email, and/or social media to determine nature of the issue, uses internal and external network of contacts and problem-solving skills to identify best possible resolution, finalizes solution with customer, and ensures that full solution is completed, and customer totally satisfied. Document issue and details of resolution and, where necessary, follow up with senior executives with particulars of the case. Identify system or process breakdowns and open tickets or escalate problems to ensure issue is corrected.Specifically, You Will

Provide support to all Staples Canada customers by answering questions, and by investigating and resolving issues, escalations and problems by phone, email, or social media.
Maintain a log of all issues worked, whether online, retail or any other. Document all Staples.ca escalations in the order notes in the Order Management System and Zendesk.
Identifies trends regarding reasons for escalations and communicates these regularly to the Team Manager and Contact Centre Manager.
Perform other duties and responsibilities as assigned by your manager.

Some of what you need

Post-secondary education required.
Bilingual in French and English.
Above average Interpersonal skills to communicate with customers, senior executives, managers and to develop and maintain a network of contacts from all areas of the Company, vendors, delivery partners, and various third-party acquaintances. Able to collaborate with all contacts to ensure that each escalation or problem is resolved efficiently.
Flexible with working a variety of shifts, including nights and weekends.
Excellent computer literacy including MS Teams, Word, Excel, and Outlook plus general knowledge of using the internet to locate information and data.
Ability to acquire superior systems and process knowledge including, but not limited to, all online order and customer service systems and processes, and knowledge of Staples Retail systems and procedures.
Minimum 2 years Contact Centre experience.
Sound knowledge of Staples processes and systems.

Some of what you will get

Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more…

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.Remote World was founded in 2023 with a simple belief: the future of work is remote, and everyone should have access to quality remote opportunities regardless of their location.We noticed that while remote work is growing rapidly, many talented individuals around the world struggled to find legitimate, well-paying remote positions. At the same time, employers were struggling to find qualified remote talent from a global pool.Remote World was created to solve this problem by building a comprehensive platform that not only connects job seekers with employers, but also empowers workers to develop the skills they need to succeed in remote environments.Today, we're proud to have connected over 500 talented professionals with remote opportunities worldwide, and we're just getting started.

Remote World

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