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About the Role

The Customer Support Specialist is directly employed by Staples Canada, while working with Service Ontario systems and processes. In this role, you will act as a primary services specialist, providing customers with total services solutions by being curious and detailed-oriented to solve problems, answer questions, and ensure all customer needs are met. You can handle escalated customer interactions with professionalism and tact.

Responsibilities

Provide knowledgeable, consistent, and respectful service to all customers.
Clearly communicate service details, fees, and eligibility, and de-escalate concerns with empathy, involving leadership when needed.
Refer and warm-transfer customers to other departments or stakeholders and promote store-wide offerings.
Maintain brand standards and perform merchandising tasks in the ServiceOntario lobby and offer promotional coupons when applicable.
Complete Ground Control activities to ensure lobby readiness and customer satisfaction.
Share knowledge and support team members through peer learning and training of new associates.
Participate in store huddles, meetings, and complete all required training (including ServiceOntario modules).
Adhere to all health & safety, asset protection, privacy, and policy protocols.
Ensure customer data is handled securely and in compliance with privacy standards.

Requirements

1-2 years of prior customer service experience is required.
Ability to communicate with customers effectively using a variety of mediums.
Ability to plan, organize and prioritize to effectively serve customers in a fast-paced environment.
Ability to work effectively with ongoing distractions is necessary.
Attention to detail to ensure data and transaction accuracy.
Proficiency with software such as Microsoft Office, database programs and the Internet to access and retrieve information, to prepare correspondence and reports and to conduct research.
Backcheck will be required.
Must be a minimum of 18 years of age at the time of hire.
Requires regular computer use for extended periods throughout the work day.

Skills

Bilingualism English/French is preferred/considered an asset.

Location

Retail store environment

Work Type

Working a variety of shifts including evenings and Saturdays.

Experience Level

1-2 years of prior customer service experience

Benefits

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

About the Company

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

Equal Opportunity

We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.