Bilingual (Cantonese/Mandarin) Customer Service Representative - Technical

Moneris Solutions; Toronto; Hybrid; CAD 36,000 - 45,000; Full time

Job summary

Moneris Solutions in Canada is seeking a Technical Customer Experience professional based in Toronto or Sackville. You will provide technical support to merchants by phone, using guides and internal knowledge bases, and help achieve service targets while exploring cross-sell opportunities.

The role requires English fluency plus Cantonese and Mandarin, and involves rotating shifts including evenings and weekends.

Qualifications

• 1+ year of customer service experience in a contact center.
• Fluent in English, Cantonese and Mandarin (written and spoken).
• Experience with computer hardware and software, including routers and modems.
• Detail-oriented with the ability to work in a fast-paced environment with changing priorities.
• Willingness to work rotating shifts, including evenings, overnight and weekends.

Responsibilities

• Provide technical support to merchant clients over the phone using guides and internal knowledge base.
• Respond to inbound service requests, gathering relevant information and resolving issues at first contact when possible.
• Document customer interactions in internal systems for compliance and reporting.
• Identify cross-sell and up-sell opportunities for Moneris products and services.
• Aim to meet performance targets across productivity, quality, compliance, attendance and customer feedback.

Skills

Customer service experience

Attention to detail

Adaptability in fast-paced environment

Tools

Routers

Modems

Job description

Your Moneris Career - The OpportunityAs part of the technical Customer Experience (CEx) team, you will provide Customer Service Excellence to Moneris merchants and provide detailed technical POS troubleshooting and support. You meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services.You will work within a structured training environment and collaborate closely with teammates and mentors from day one. You will play a direct role in merchant satisfaction and retention, within a culture that emphasizes collaboration, recognition, and inclusion. With formal onboarding and clear growth pathways, this opportunity is well suited to someone motivated to build expertise in customer experience and payments services.Location: You will be based in our Toronto or Sackville office, balancing in-office collaboration with remote flexibility.Reporting Relationship: You will report to the Team Lead, Customer Service.Posting Type: Multiple openings for the upcoming hiring class starting September 21st 2026.Salary Range: The expected base salary range for this role is $36,200 - $45,000.Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.Paid training will start on September 21st, 2026.Your Moneris Career - What you'll doProvide technical support to merchant clients over the phone by referring to company owned technical user guides, manuals and internal knowledge database.Respond to inbound service requests by telephone, gathering relevant information and resolving issues at first contact when possible.Identify and share cross‑sell and up‑sell opportunities by promoting Moneris products and services through established channels.Accurately document customer interactions and outcomes in internal systems to support compliance and reporting.Achieve individual performance targets aligned to productivity, quality assurance, compliance, attendance, and customer feedback metrics.Your Moneris Career - What you bringRequired qualifications:1+ years of customer service experience, preferably in a contact center environment.Fluency in English, Cantonese and Mandarin, both written and verbal.Experience with computer functionality, software and hardware (routers, modems, etc.).Strong attention to detail with an ability to work in a fast-paced environment with changing priorities.Flexibility and ability to work rotating shifts, including evenings, overnight and weekends is required.Your Moneris Career - What you getAt Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.Flexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs.Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers#LI-HybridNote: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.