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Job Details

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 200 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

WHO WE ARE

  • We love books and all things beautiful
  • We are Canada’s Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

  • We exist to add joy to our customers’ lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we’d treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate

Job Description

WHAT YOU’LL DO: 

The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone and email in regards to customer and/or order related inquiries. In addition, tasks include fraud prevention, recovery of failed settlements, charge backs, billing related inquiries, refunds/adjustments and order status updates. 

  • As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
  • Recover failed settlements
  • Effectively resolve billing related inquiries, including invoice requests, charge backs and refunds and adjustments
  • Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
  • Provide phone and email support to our Customers, Stores and Customer Service Team
  • Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping time frames

Qualifications

WHO YOU ARE: 

  • Secondary School Diploma
  • 2+ years Customer Service Experience
  • Excellent communication skills, both verbal and written
  • Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
  • Motivated and optimistic
  • Able to handle stressful situations involving irate customer escalations
  • Knowledge of Excel
  • Works well independently with minimal supervision
  • Detail oriented, with an emphasis on accuracy and quality
  • Call Centre experience an asset
  • Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 

WELCOME HOME

Indigo

Online Billing & Support Agent (Full-time)

Home Office
Full-time
Entry Level
Human Resources
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