Customer Service Escalation Agent

Summary

Join Indigo as an Agent, Customer Service Escalation and resolve customer issues effectively, ensuring a best-in-class customer service experience. Contribute key insights to the customer service function, supporting Indigo’s customer-centric culture. Respond to customer inquiries via email and live chat, providing solutions and addressing needs. Handle escalated customer issues, acting as a customer advocate. Demonstrate empathy, find thoughtful resolutions, and hold yourself accountable for service excellence. Provide guidance to support teams, offer feedback on incident handling, and proactively identify customer needs. Collaborate with others, share knowledge, and foster a culture of continual learning and improvement.

Requirements

• Previous experience in Indigo retail locations is required
• Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
• Exceptional written communication and interpersonal skills
• Excellent time management skills and ability to multitask
• Comfortable working in a high-volume, detailed task environment with individual productivity goals
• E-literate and confident navigating Indigo’s digital environments
• Able to work from home with reliable internet access
• Weekend and evening availability required

Responsibilities

• Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the business
• Respond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issues
• Demonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalation
• Find appropriate and thoughtful resolutions for customers' problems, based on their unique situation and story, while balancing the impacts to the business
• Hold oneself accountable to providing service excellence and adding joy to all customers
• Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as needed
• Provide feedback on specific incident handling to our third-party contact centre
• Take initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguity
• Escalate issues, bugs and concerns to the appropriate internal channels 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
• 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
• 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

Preferred Qualifications

• Previous experience in online customer service roles considered an asset
• Working knowledge of technology applications such as CAM, CustCare