Service Ontario - Customer Support Manager

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is creating 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.

Some of what you will do:

In the role as the Customer Support Manager, you will act as the coach, subject matter expert and technical advisor to your team to provide exceptional service to our customers. By being curious and detail-oriented, you will solve problems and answer questions to ensure all needs of the customer is met, includes anticipating needs based on the services being provided. You can handle escalated customer interactions with professionalism and tact.

Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store.

Specifically, you will:

• Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally and written using all forms of customer interaction
• 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. This includes coaching and providing leadership to direct reports.
• Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately. This includes coaching, monitoring and ensuring accuracy of the output of your direct reports.
• Manage the resolution of customer complaints, returns and exchanges. This role is a highest in-store escalation of concerns and is required to de-escalate and resolve.
• Source, interview, hire and onboard direct reports in your department.
• In partnership with your leader, develop associate’s succession plan to support individual and business growth.
• Execute ongoing training modules and provide coaching in the department.
• Develop and provide input on materials such as reporting, communication materials, manuals, correspondences and other documentation.

Some of what you need:

• Ability to 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.
• Engage and inspire team members to ensure they perform at their best.
• Bilingualism English/French is considered an asset.

Additional information:

• The number of direct reports depends on store location and volume.
• 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.
• This role is 100% On Site. It is based in our retail store environment and includes working a variety of shifts including evenings and weekends.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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