Job Description
The Online Billing and Support Agent is responsible for supporting Customers, Stores and Customer Service via telephone and email in regards to customer and/or order related inquiries. In addition, tasks include fraud prevention, recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments and order status updates. The ideal candidate must have strong communication skills, a keen sense of customer service excellence and place a high value on attention to detail and accuracy.

Key Performance Metrics

Follow through on assigned tasks with efficiency and high quality

Maintain a high degree of accuracy when completing tasks

Key Accountabilities
Functional

As part of fraud prevention, investigate high risk orders and identify unauthorized transactions and abuse

Recover failed settlements

Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments

Effectively resolve customer and/or order related problems, escalating issues, bugs and concerns to the appropriate channels

Provide phone and email support to our Customers, Stores and Customer Service Team

Investigate late orders using various tools and applications. Work with internal departments and external vendors for product updates and estimated shipping timeframes.

Follow through on assigned tasks with efficiency, accuracy and high quality

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

People

Collaborate with others to drive versatile 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

Cultural

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

Scope
Reports to: Manager, Online Billing & Support

Key Relationships
Internal

Ability to work cross-departmentally building support relations with the Distribution Centre, Inventory Analysts, Information Technology, Marketing, Retail, Finance, Loss Prevention, Corporate Sales and Customer Service.

External

Work with vendors and financial institutions

Qualifications
Work Experience / Education / Certifications

Secondary School Diploma

2+ years Customer Service Experience





Competencies / Skills / Attributes

Excellent communication skills, both verbal and written

Strong organizational skills with ability to handle multiple projects simultaneously while meeting deadlines and reacting quickly to shifting priorities

Motivated and optimistic

Able to handle stressful situations involving irate customer escalations

Knowledge of Excel

Works well independently with minimal supervision

Detail oriented, with an emphasis on accuracy and quality

Call Centre experience an asset

Other (travel, Bilingual, etc.)

Able to proficiently communicate verbally and in writing in both French and English

Flexible schedule (Mon-Sun 9am-11pm ET, including Stat Holidays)

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] .

We use artificial intelligence tools for screening and assessments to support fair and unbiased hiring, but human judgment remains paramount. These tools are used responsibly and in compliance with applicable employment and anti‑discrimination laws.

This posting is for a current opportunity within Indigo.

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📌 Bilingual Online Billing & Support Agent - (French and English) (Ontario)
🏢 Indigo
📍 Ontario