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    Billing Support Agent - Toronto, ON, Canada - Indigo

    Indigo
    Indigo Toronto, ON, Canada

    1 week ago

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    Description

    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 150 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.

    We are Canada's Cultural Department Store
    We seek to ignite creativity and innovation every day
    We give back to the communities in which we operate

    The Online Billing and Support Agent supports customers, stores, and customer service via telephone and email regarding customer and/or order-related inquiries.

    In addition, tasks include fraud prevention, recovery of failed settlements, chargebacks, billing-related inquiries, refunds/adjustments and order status updates. KEY PERFORMANCE METRICS

    Follow through on assigned tasks with efficiency and high quality
    As part of fraud prevention, investigate high-risk orders and identify unauthorized transactions and abuse.
    Effectively resolve billing-related inquiries, including invoice requests, chargebacks refunds and adjustments.
    Provide phone and email support to our Customers, Stores and Customer Service Team.
    Work with internal departments and external vendors for product updates and estimated shipping timeframes.
    Follow through on assigned tasks with efficiency, accuracy and high-quality
    Collaborate with others to drive flexible and iterative solutions quickly and easily.
    Share technical knowledge with others and seek to learn from those more knowledgeable than yourself.
    Help others see the impacts of their efforts and proactively engage other functions to get input.
    Encourage others to freely share their point of view and be open to feedback.

    Celebrate the diversity of thought and have an open mindset
    Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes

    Reports to:
    Manager, Online Billing & Support

    Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.

    Work Experience / Education / Certifications

    ~ Strong organizational skills with the ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities
    Knowledge of Excel
    Detail-oriented, with an emphasis on accuracy and quality
    Call Centre experience is an asset

    Other (travel, Bilingual, etc.)

    Able to proficiently communicate verbally and in writing in both French and English
    Flexible schedule (Mon-Sun 9 am-11 pm ET, including Stat Holidays)

    At Indigo, we are committed to our communities, our customers, and each other; We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone.

    We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities.

    Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at toll free) or Support-.
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