Customer Service Escalation Agent - Remote

Overview

The Customer Service Escalation Agent resolves customer issues effectively, delivering a top-notch customer service experience and supporting Indigo's customer-centric culture.

In Short

• Resolve customer issues via email and live chat.
• Act as a customer advocate for escalated concerns.
• Demonstrate empathy and deescalate customer concerns.
• Provide thoughtful resolutions based on unique customer situations.
• Accountable for service excellence and customer satisfaction.
• Collaborate with support teams and provide feedback.
• Identify areas for improvement and challenge the status quo.
• Engage in a culture of continual learning and adaptability.
• Model Indigo's beliefs and foster a positive environment.
• Encourage diversity of thought and open feedback.

Requirements

• Previous experience in Indigo retail locations required.
• Experience in online customer service roles is an asset.
• Knowledge of technology applications like CAM and CustCare.
• Customer-focused and solutions-oriented mindset.
• Exceptional written communication and interpersonal skills.
• Excellent time management and multitasking abilities.
• Comfortable in a high-volume, detailed task environment.
• E-literate and confident in navigating digital environments.
• Weekend and evening availability required.

Benefits

• Opportunity to work from home.
• Positive impact on communities and customers.
• Diversity and inclusion commitment.
• Equitable employer valuing diverse backgrounds.
• Supportive work environment.