Bilingual Online Billing & Support Agent - (French and English)

Company DescriptionIndigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.OUR GUIDING PRINCIPLESOur Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’sWe Will be Totally Customer CentricWe Will Be Data Driven – System Thinking – EntrepreneurialWe are Committed to True and Shared Value CreationWe Will be Human-Centered and AI EnabledWe are Committed to Caring About Each Other, Our Communities, Our EnvironmentJob DescriptionThe 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, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.KEY PERFORMANCE METRICSFollow through on assigned tasks with efficiency and high qualityMaintain a high degree of accuracy when completing tasksKEY ACCOUNTABILITIESFunctionalAs part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuseRecover failed settlementsEffectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustmentsEffectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channelsProvide phone and email support to our Customers, Stores and Customer Service TeamInvestigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.Follow through on assigned tasks with efficiency, accuracy and high qualityAct as an advocate for the customer by placing them at the forefront of all decision-making and design processesProactively identify and anticipate customer expectations and needsEmbrace and seek out technology that creates high tech and high touch solutions for Indigo’s customersChallenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve themPeopleCollaborate with others to drive flexible and iterative solutions, quickly and easilyShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to get inputEncourage others to freely share their point of view and be open to feedbackCulturalModel Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning, taking risks without the fear of making mistakesEmbrace, champion and influence change through your team and/or the organizationSCOPEReports to: Manager, Online Billing & SupportKEY RELATIONSHIPSInternal: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.External:Work with vendors and financial institutionsQualificationsWork Experience / Education / CertificationsSecondary School Diploma2+ years Customer Service ExperienceCompetencies / Skills / AttributesExcellent communication skills, both verbal and writtenStrong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting prioritiesMotivated and optimisticAble to handle stressful situations involving irate customer escalationsKnowledge of ExcelWorks well independently with minimal supervisionDetail oriented, with an emphasis on accuracy and qualityCall Centre experience an assetOther (travel, Bilingual, etc.)Able to proficiently communicate verbally and in writing in both French and EnglishFlexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)Additional InformationAt Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.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]This posting is for a current opportunity within Indigo. Department: Customer Service Employee Type: Permanent Full-Time/Part-Time: Full-Time Compensation: up to CAD 20 - hourly

Provide bilingual phone and email support to customers and stores regarding billing, order status, and general inquiries. Manage fraud prevention tasks, including investigating high-risk orders and recovering failed settlements.

Requires a secondary school diploma and at least 2 years of customer service experience. Must be proficient in both French and English and available for a flexible schedule including weekends and holidays.

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Bilingual French and English
• Customer Service
• Fraud Prevention
• Billing Support
• Communication Skills
• Attention To Detail
• Microsoft Excel
• Conflict Resolution
• Order Management
• Chargeback Handling

• Customer Service & Support
• Retail
• Finance & Accounting

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week