Service Ontario - Customer Support Specialist - bilingual (en/fr)

Job Title

Customer Support Specialist

Job Description

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

Staples' strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store.

In the role as the Customer Support Specialist, you will act as a primary services specialist, providing our customers with total services solutions. By being curious and detail-oriented, you will solve problems, answer questions and ensure all needs of the customer is met, including anticipating their needs based on the services provided. You can handle escalated customer interactions with professionalism and tact.

Specifically, you will:

• Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally or written.
• Provide information and clarification to all requests including types of services, fees, and eligibility for services.
• Provide interpretation of guidelines, directives and procedures related to products, programs and services.
• Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately.
• Assist in the de-escalation and resolution of customer complaints, returns and exchanges, seek assistance of a leader where required.
• Respond to customer inquiries related to questions within the store location. Take opportunities to direct and assist customers in the total store experience.

Qualifications

Engage with customers in a friendly and professional manner and resolve customer concerns in a diplomatic manner.

Communicate with customers effectively using a variety of mediums.

Ability to plan, organize and prioritize to effectively serve our customers.

Ability to work effectively with ongoing distractions is necessary.

Attention to details to ensure accuracy of form completion.

Use software such as Microsoft Office, database programs and the Internet to access and retrieve information; to prepare correspondence and reports; and to conduct research.

Arithmetic skills to calculate fees, collect and balance monies for the sale of publications, products and services, and to balance, close off a department and prepare reports and deposits.

Bilingualism English/French is considered an asset.

Additional Information

• Backcheck will be required
• Based on the nature of the contracts and signing authority of this role, it is required to be a minimum of 18 years of age at the time of hire;
• This position is based in our retail store environment and includes working a variety of shifts including evenings and weekends.

Benefits

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more…