Online Billing and Support Agent – Seasonal Contract

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

📋 Description

• Provide support to Customers, Stores, and Customer Service through telephone, live chat, and email regarding account and order inquiries, as well as general concerns.

• Address and recover failed settlements.

• Handle billing inquiries, including requests for invoices, chargebacks, refunds, and adjustments.

• Resolve issues related to customers and orders, escalating problems, bugs, and concerns to the appropriate channels as needed.

• Offer phone and email assistance to Customers, Stores, and the Customer Service Team.

• Investigate delayed orders utilizing various tools and applications.

• Collaborate with internal departments and external vendors on product updates and provide estimated shipping timeframes.

• Efficiently and accurately follow through on assigned tasks while maintaining high-quality standards.

• Act as an advocate for customers during decision-making and design processes.

• Anticipate and identify customer expectations and needs.

• Recognize areas for enhancement, diagnose issues, and work towards their resolution.

• Share technical knowledge and collaborate across departments.

• Report directly to the Manager of Customer Service.

⛳️ Requirements

• Completion of a Secondary School Diploma.

• Over 2 years of experience in Customer Service.

• Employment is conditional upon the successful completion of a credit check.

• Outstanding verbal and written communication abilities.

• Strong organizational skills with the capability to manage multiple projects concurrently while meeting deadlines and adapting swiftly to changing priorities.

• Ability to handle high-pressure situations involving escalated customer complaints.

• Proficiency in Excel.

• Ability to work independently with minimal supervision.

• Detail-oriented, with a strong focus on accuracy and quality.

• Experience in a Call Centre is advantageous.

• Availability for a flexible schedule (Monday-Sunday 9 am-11 pm ET, including statutory holidays).

🏝️ Benefits

• Opportunity for remote work.

• Flexible schedule (Monday-Sunday 9 am-11 pm ET, including statutory holidays).

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

• Recruitment accommodations available upon request.