Bilingual (Cantonese/Mandarin) Customer Service Representative - Technical

Moneris Solutions Corp; Toronto; On-site; CAD 36,000 - 45,000; Full time

Benefits offered by this job

Flexible benefits starting from day 1

Health spending account (HSA) or PSA

Mentorship and growth programs

Job summary

Moneris is hiring for a Customer Experience role based in Toronto or Sackville, combining in-office collaboration with remote flexibility. You will deliver technical support to merchants, document interactions, and pursue cross-sell opportunities while maintaining high customer satisfaction targets.

The role emphasizes onboarding, training, and clear growth paths in a collaborative, inclusive culture. Expect base compensation within the stated range and potential performance incentives.

Qualifications

• 1+ years customer service experience, preferably in a contact center.
• Fluency in English, Cantonese and Mandarin.
• Experience with computer functionality, software and hardware (routers, modems, etc.).
• Strong attention to detail with the ability to work in a fast-paced environment with changing priorities.
• Flexibility to work rotating shifts, including evenings, overnight and weekends.

Responsibilities

• Provide technical support to merchant clients over the phone using guides and knowledge databases.
• Respond to inbound service requests by telephone and resolve issues at first contact when possible.
• Identify and share cross-sell and up-sell opportunities for Moneris products and services.
• Accurately document customer interactions and outcomes in internal systems for compliance and reporting.
• Meet individual performance targets related to productivity, quality assurance, compliance, attendance, and customer feedback.

Skills

Customer service

Technical troubleshooting

Attention to detail

English fluency

Tools

Routers

Modems

IT hardware

Job description

Your Moneris Career - The Opportunity

As 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. You will be based in our Toronto or Sackville office, balancing in-office collaboration with remote flexibility. You will report to the Team Lead, Customer Service. Multiple openings for the upcoming hiring class starting September 21st 2026. 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.

What you'll do

• Provide 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.

What you bring

• 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.

What you get

• 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.

Note: 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.

Meet Moneris. We're the original Canadian fintech. Powering businesses-from the smallest micro-merchant to large enterprises, with the commerce solutions, expert knowledge and local support they need to reach their full potential. That's why we exist. For 25 years and counting, we're proud to be the partner Canadians rely on to kickstart their dreams online, expand to a brick-and-mortar space or find new ways to connect with customers in their community and beyond. Our commitment to you. From coast to coast to coast, Moneris is proudly powering Canadian commerce for businesses, big and small. Our success is rooted in the dedication of our team members, whose skills, talent, and passion make it all possible. We provide resources, opportunities and an inclusive environment that empower our people to drive their careers forward and, together, create a positive impact on Canadian businesses. Powering Canadian commerce. Empowering you. Recognized for Inclusion Moneris is proud to be recognized as a 5-Star DEI Employer, reflecting our commitment to creating an inclusive, welcoming workplace where everyone belongs. Moneris.com/careers