PURPOSE OF THE JOB:
Provide superior customer care through the handling of all inbound inquiries (phone/social media/mail/email) in order to resolve customer concerns, inquiries and complaints. Ensure issues are entered accurately and reports are maintained regularly in the customer care platform. Keep track of customer care gift cards and maintain the gift card database.
PRIMARY DUTIES AND RESPONSIBILITIES:
Customer Relations/Communication (80%)
Ensure that Customer Care Standards are upheld and maintained in relation to the company’s vision and mission statement.
Handle customer service issues via letters from various departments, e-mails, phone calls, and voice messages that may be complex in nature, this will require the incumbent to interpret information and present solutions to such concerns or complaints. (such issues may include warranty, return decisions, compensating actions for inconveniences & explanation in response to various corporate decisions)
Follow-up with regards to customer requests, complaints or concerns.
Ensure that customer satisfaction is attained and resolutions are provided for each incident as they occur. Maintain the customer care database.
Send gift cards to customers as required to satisfy difficult customers
Negotiate with senior store management for solutions to complex customer issues.
Policies Procedure (20%)
Maintain gift card distribution database.
Maintain and keep up to date with information and/or changes in regards to Staples programs, policies and procedures in order to satisfy customer inquiries and requests.
1-3 year’s experience in customer service
Bilingualism is preferred but not required
Proficiency in Microsoft Excel and Word a must
2 years Community College diploma in business but not required
This position will work up to 20 hours per week in a variety shifts (Monday to Friday between 8:30am and 6:00pm)