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 – A’s Hire A’s.
• We Will be Customer Centric.
• We Will Be Data Driven – System Thinking – Entrepreneurial.
• We are Committed to True and Shared Value Creation.
• We Will be Human-Centered and AI Enabled.
• We are Committed to Caring About Each Other, Our Communities, Our Environment.

Job Description

We are looking for Kids Experts to join our team!

Kids Experts:
• Exemplify the guiding principle of being Totally Customer Centric – they put the customer at 
the forefront of their decisions and advocate for them.
• Role-model The Indigo Experience, serving our littlest customers just as easily as their 
parents and loved ones. They can seamlessly navigate more sensitive topics affecting kids 
and parents. 
• Love Kids books and toys and are passionate about sharing that love with customers and 
peers.
• Are connected to the community, seeks out opportunities to foster connections, and curate 
the assortment to better serve their local customer.
• Are passionate about children’s literacy, education, and are ambassadors for ILOR 
• Are strong facilitators of kids events and are entrepreneurial about driving traffic and sales 
through kids events and experience

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. This position offers the opportunity to make a real difference in customers' lives while contributing to a collaborative, inclusive work environment where your voice matters.

• Engage with customers in a warm, welcoming manner, actively listening to their needs and concerns with genuine empathy
• Provide prompt, professional, and solution-focused responses to customer inquiries across multiple communication channels
• Demonstrate product knowledge and customize recommendations to meet individual customer needs and preferences
• Document customer interactions accurately and transparently, ensuring all feedback is captured and communicated to the appropriate teams
• Collaborate with colleagues and leadership to identify opportunities for improving the overall customer experience
• Take ownership of customer issues and follow through to resolution, holding yourself accountable for timely and effective outcomes
• Contribute ideas and suggestions to enhance service processes and customer satisfaction initiatives
• Maintain detailed records and organize information efficiently to support seamless customer service delivery
• Support the daily operations of the organization while prioritizing customer satisfaction and experience
• Model the organization's values by being authentic, seeking inspiration, and connecting customers to our brand story
• Participate actively in onboarding and continuous learning to develop expertise in products, services, and company programs
• Contribute to a safe, inclusive, and supportive work environment where health, safety, and well-being are prioritized

Qualifications

• Proven experience in a customer service, retail, or customer-facing role (preferred but not required)
• Exceptional interpersonal and communication skills, both verbal and written
• Strong active listening abilities and demonstrated empathy in customer interactions
• Problem-solving mindset with the ability to think analytically and find creative solutions
• Excellent time management and multitasking capabilities
• Adaptability and flexibility with a genuine willingness to learn new skills and processes
• Demonstrated commitment to delivering exceptional customer experiences
• Ability to work a flexible schedule, including evenings, weekends, and holidays as required
• Strong organizational skills and attention to detail
• Accountability and ownership mentality with the ability to take initiative
• Collaborative spirit with the ability to work effectively within a team environment
• Patience, resilience, and a positive attitude when handling challenging situations
• Proficiency with computer systems and customer relationship management (CRM) tools (or willingness to learn)
• Bilingualism (French/English) is an asset for positions in Quebec; other languages are also valued

Additional Information

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but 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 Colour), 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].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.