Customer Service Escalation Agent – Seasonal Contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address customer concerns promptly and effectively to provide an exceptional customer service experience.

• Handle general customer service inquiries via email and live chat.

• Manage escalated customer issues in the Home Office Support Queue through email or phone communication.

• Serve as a customer advocate, demonstrating empathy while de-escalating customer concerns.

• Develop thoughtful solutions tailored to each customer’s circumstances while considering business implications.

• Offer guidance to CER Support Squad teams and direct inquiries to the wider Customer Service group.

• Provide feedback on incident management to the third-party contact center.

• Respond to unexpected issues and adapt to changes or uncertainties.

• Escalate problems, bugs, and concerns through the appropriate internal channels.

• Recognize customer expectations and needs, supporting customer-centric decision-making.

• Identify areas for improvement, diagnose issues, and work towards effective solutions.

• Collaborate with internal teams and share technical expertise.

• Report directly to the Manager of Customer Service.

⛳️ Requirements

• Previous experience in Indigo retail locations is essential.

• Experience in online customer service roles is considered advantageous.

• Familiarity with technology applications such as CAM and CustCare.

• Customer-oriented, empathetic, and solutions-focused, with the ability to manage complex issues.

• Outstanding written communication and interpersonal abilities.

• Strong time management skills with the capacity to multitask effectively.

• Comfortable operating in a high-volume, detail-oriented environment with individual productivity targets.

• Proficient with digital tools and confident navigating Indigo’s digital platforms.

• Capable of working from home with reliable internet connectivity.

• Availability for weekend and evening shifts is required.

🏝️ Benefits

• Option for remote work.

• Reliable internet access for working from home.

• Support available during the recruitment process.

• Commitment to Diversity, Equity, Inclusion, and Accessibility.

• Responsible and privacy-conscious hiring process utilizing AI tools.