About Staples Canada Staples Canada is an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know. About the Role As a Customer Support Specialist, you will act as the primary services specialist, providing customers with total service solutions. You will solve problems, answer questions and ensure all needs of the customer are met, including anticipating their needs based on the services provided. You will handle escalated customer interactions with professionalism and tact. Responsibilities Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally or written. Provide information and clarification to all requests including types of services, fees, and eligibility for services. Provide interpretation of guidelines, directives and procedures related to products, programs and services. Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately. Assist in the de‑escalation and resolution of customer complaints, returns and exchanges, seek assistance of a leader where required. Respond to customer inquiries related to questions within the store location and take opportunities to direct and assist customers in the total store experience. Qualifications Engage with customers in a friendly and professional manner and resolve customer concerns in a diplomatic manner. Communicate with customers effectively using a variety of mediums. Ability to plan, organize and prioritize to effectively serve our customers. Ability to work effectively with ongoing distractions is necessary. Attention to details to ensure accuracy of form completion. Use software such as Microsoft Office, database programs and the Internet to access and retrieve information; to prepare correspondence and reports; and to conduct research. Arithmetic skills to calculate fees, collect and balance monies for the sale of publications, products and services, and to balance, close off a department and prepare reports and deposits. Bilingualism English/French is considered an asset. Additional Information Backcheck will be required. Based on the nature of the contracts and signing authority of this role, it is required to be a minimum of 18 years of age at the time of hire. This position is based in our retail store environment and includes working a variety of shifts including evenings and weekends. Benefits Associate discount Health and Dental benefits RRSP/DPSP Performance bonuses Learning & Development programs #J-18808-Ljbffr