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

The 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 METRICS

• Follow through on assigned tasks with efficiency and high quality
• Maintain a high degree of accuracy when completing tasks

KEY ACCOUNTABILITIES

Functional

• As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse
• Recover failed settlements
• Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments
• Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels
• Provide phone and email support to our Customers, Stores and Customer Service Team
• Investigate 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 quality
• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively 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

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do
• Celebrate 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
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Online Billing & Support

KEY RELATIONSHIPS

Internal:

• 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 institutions