Staples global careers Canada

Print & Marketing Live Agent Admin

Function: Customer Service/Contact Centers
Location: Mississauga, ON SDO 1, Mississauga, L5T 2W6, Ontario
Date posted: 05/18/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1014218
Job Title:
Print & Marketing Live Agent Admin
Reports To:
Inside Sales Manager
Department:
Business Services
 
 
PURPOSE OF JOB
The Copy & Print Live Video Agent Admin will be required to process and release the daily Video Agent orders into production as outlined per vendor. He or she is the first person that the customer will potentially interact with, and is required to support a positive customer experience. They will also inform the customer of custom solutions relevant to their needs. 
PRIMARY DUTIES AND RESPONSIBILITIES
 
  1. VA Sales Team (70%)
  • Reconcile order payment at store level
  • Process and release daily Video Agent orders as needed
  • Identify and address order complications that could potentially cause a delay
  • Confirm receipt of orders when required
  • Artwork recreation
  • Manage day to day email communication of Electronic Consultant account
  • Store liason for VA order inquiries, redo’s , ship to store status and payment of orders.
  • Answer VA call centre general line inquiries and direct calls as needed to VA team.
  • Complete Electronic Consultant callbacks and leads
  • Assist and back up VA team on call when busy, short team members (vacation/sick), at peak volume times and during downtime.
  • Assist and complete VA team reports (Wait Time, Yes We Can Sales Report)
 

        2. Drive Sales & Determine Needs of the Customer (30%)

  • Greet customer and determine needs, identify opportunities, develop and offer appropriate solutions to clients. Apply sales and service principles that deliver superior customer service and are in line with the best practices of the 4F Inside Sales Team selling program
  • Sales target $2400/week $60/hour
 
 

 

KNOWLEDGE / SKILL REQUIREMENTS
  • Sound communication skills
    • Written – demonstrated experience and ability
    • Send and receive effective e-mail communication
    • Spoken – work closely with the Video Agents
  • Ability to handle multiple tasks and priorities effectively
  • Must be team oriented – willing to take required direction and assume responsibility
  • Must be well organized and time sensitive
  • Customer service focused
 
PHYSICAL DEMANDS / WORKING CONDITIONS
  • Call Centre environment
  • Availability to work a variety of shifts (between 8:00 am and 11:00 pm).
 
RECOMMENDED QUALIFICATIONS
Experience:
  • 1-2 years of related administration experience or greater
  • 1-2 years in a customer service role
  • 1 year of Graphic design experience 
Education:
  • Completion of high school
 Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.