Bilingual Customer Success Specialist-Part time- EN/FR (Remote)

Job description

Some of what you will do: Investigates and resolves customer problems and escalations of all types for Staples Canada (Staples.ca, Home Office, Staples Canada Retail stores including Print & Marketing, Staples Commercial Accounts, Better Business Bureau, and Social Media platforms, etc.). Liaises with customers via telephone, email, and/or social media to determine nature of the issue, uses internal and external network of contacts and problem-solving skills to identify best possible resolution, finalizes solution with customer, and ensures that full solution is completed, and customer totally satisfied. Document issue and details of resolution and, where necessary, follow up with senior executives with particulars of the case. Identify system or process breakdowns and open tickets or escalate problems to ensure issue is corrected. Specifically, You Will: - Provide support to all Staples Canada customers by answering questions, and by investigating and resolving issues, escalations and problems by phone, email, or social media. - Maintain a log of all issues worked, whether online, retail or any other. Document all Staples.ca escalations in the order notes in the Order Management S...