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About the Role

The Online Billing and Support Agent supports customers, stores, and customer service via telephone and email, handling inquiries related to orders, fraud prevention, failed settlements, chargebacks, billing, refunds, and order status. The ideal candidate possesses strong communication skills, excels in customer service, and values attention to detail and accuracy.

Responsibilities

• Investigate high-risk orders to prevent fraud and identify unauthorized transactions.
• Recover failed settlements.
• Resolve billing inquiries, including chargebacks and refunds.
• Address customer and order-related problems, escalating issues as needed.
• Provide phone and email support to customers, stores, and the customer service team.
• Investigate late orders and coordinate with internal departments and external vendors for updates.
• Follow through on assigned tasks efficiently and with high quality.
• Act as a customer advocate in all decision-making processes.
• Proactively identify and anticipate customer needs.
• Embrace technology for high-tech and high-touch customer solutions.
• Challenge the status quo by identifying and resolving areas for improvement.
• Collaborate with others to drive flexible solutions.
• Share technical knowledge and learn from colleagues.
• Help others understand the impact of their efforts and engage other functions.
• Encourage open sharing of viewpoints and feedback.

Requirements

• Secondary School Diploma
• 2+ years of Customer Service Experience
• Excellent communication skills, both verbal and written
• Strong organizational skills with the ability to manage multiple projects and meet deadlines
• Ability to react quickly to shifting priorities
• Ability to handle stressful situations and customer escalations
• Knowledge of Excel
• Ability to work independently with minimal supervision
• Detail-oriented with an emphasis on accuracy and quality
• Call Centre experience is an asset
• Proficient verbal and written communication in both French and English
• Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)

Skills

• Customer Service
• Communication (Verbal and Written)
• Organizational Skills
• Excel
• Attention to Detail
• Accuracy
• Problem-Solving
• Fraud Prevention
• Billing Inquiries
• Chargebacks
• Refunds/Adjustments
• Order Status Updates
• French Language Proficiency
• English Language Proficiency

Location

• Remote

Work Type

• Full-Time
• Permanent

Experience Level

• 2+ years Customer Service Experience

Education Level

• Secondary School Diploma

Salary/Compensations

• up to CAD 20 - hourly

Benefits

• AI tools used responsibly in hiring process
• Commitment to Diversity, Equity, Inclusion, and Accessibility
• Accommodation available during recruitment process

About the Company

• Indigo is a physical and digital space inspired by books, ideas, and lifestyle products, aiming to inspire reading and enrich the lives of booklovers.
• Believes in the power of people and their stories, attracting and nurturing top talent.
• Guiding Principles include hiring the best, customer centricity, data-driven decisions, value creation, human-centered and AI-enabled operations, and caring for each other, communities, and the environment.

Equal Opportunity

• At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected]