Customer Experience Representative

Company Description

WHO WE ARE 

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories — big and little — connect us. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place. 

OUR GUIDING PRINCIPLES 

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day. 

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

Job Description

We're looking for a Customer Experience Representative to join our dynamic team in Peterborough, Canada. In this role, you'll be the heart of our customer interactions, creating meaningful connections and delivering exceptional service that leaves a lasting impression. You'll combine genuine empathy with efficient problem-solving to ensure every customer feels valued and supported throughout their journey with us.

• Engage with customers in a warm, welcoming manner, understanding their needs and providing personalized solutions
• Actively listen to customer feedback and concerns, responding in a timely and professional manner
• Communicate product information clearly and enthusiastically, helping customers make informed decisions
• Collaborate with team members to maintain a positive, inclusive work environment where everyone feels supported
• Demonstrate flexibility and adaptability when handling diverse customer situations and unexpected challenges
• Contribute ideas and suggestions to leadership on how to continuously improve the customer and employee experience
• Maintain detailed records and follow established procedures to ensure consistency and accountability
• Support team initiatives and share knowledge with colleagues to foster collective success
• Model professional behavior and company values in all customer interactions
• Take ownership of your role and actively participate in your own professional development

Qualifications

• Excellent verbal and written communication skills with the ability to connect authentically with diverse customers
• Demonstrated commitment to delivering exceptional customer service and creating positive experiences
• Strong problem-solving abilities and resilience when facing challenging situations
• Adaptability and flexibility with a genuine willingness to learn and grow
• Active listening skills and empathetic approach to understanding customer needs
• Ability to work collaboratively within a team environment and support colleagues
• Strong organizational and time management skills
• Positive attitude and professional demeanor
• Availability to work a flexible schedule, including early mornings, evenings, weekends, and holidays
• Ability to maintain focus and energy during extended periods of customer interaction
• Preferred: Previous experience in customer service, retail, or a related customer-facing environment
• Preferred: Experience with customer relationship management (CRM) systems or similar tools

Additional Information

At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected]

This posting is for a current opportunity within Indigo.