PURPOSE OF JOB
Receives incoming calls that are predominately routine, but may require deviation from standard scripts and procedures. Provides basic customer service with the objective of extending contact to sell new or additional products and services. Handles incoming calls with intent of providing customer satisfaction and retention. Responsible for upselling and cross-selling of products. Answers inquiries and resolves problems.
PRIMARY DUTIES AND RESPONSIBILITIES
Take in-bound calls, respond to customers by email, and/or interact with customers via online chat to meet customer’s ordering needs. This includes responding to customer’s issues and problems with complete and quick resolution and providing effective customer service with a friendly and outgoing approach and answering questions and complaints in a professional manner. (75%)
Plays leadership role by setting an example in excellence. May cover some duties of Sr. Customer Rep if requested. (10%)
Make out bound calls to notify customer of problems with their order. (10%)
Provide accurate data entry, faxing, and other clerical duties as needed by customers. (5%)
KNOWLEDGE / SKILL REQUIREMENTS
Good oral and written communication skills
Customer service oriented attitude
Data entry or typing skills (25-30 wpm minimum)
Basic knowledge of computers, internet usage, search engines, etc
Flexibility and a willingness to learn
Positive attendance record
Increased product knowledge to enhance service
Staples is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.
Job: Customer Service/Contact Centers
Staples Canada is committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified women and men, including persons with disabilities, members of visible minorities & Aboriginal People.