Bilingual Customer Service Representative - Technical (Restaurant)

Moneris; Quebec; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the payment processing sector seeks a Customer Service Representative III to provide outstanding technical support for the Moneris Restaurant vertical. Responsibilities include managing customer relationships, delivering educational sessions, and resolving technical issues. The ideal candidate has a technical background, bilingual abilities, and experience in customer service within a 24/7 environment, along with a commitment to professional development.

Benefits

Comprehensive Total Rewards Program including bonuses

Learning & development resources including unlimited access to Coursera

Employee Assistance Program for family and wellness support

Commitment to Diversity, Equity, and Inclusion initiatives

Qualifications

• 3+ years of experience in technical support and customer service.
• Experience with restaurant systems is an asset.
• Willingness to engage in professional development.

Responsibilities

• Provide end-to-end support for the Moneris Restaurant vertical.
• Deliver customer education and training sessions.
• Identify process gaps and provide recommendations.

Skills

Customer Service

Technical Support

Bilingual (French and English)

Education

Post-secondary diploma or degree in a technical field

Job description

As a Customer Service Representative III - Technical, you will provide end-to-end support of the Moneris Restaurant vertical for customer's daily processing needs. You will meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services.

Location : You will be based in our Montreal, Quebec City, Toronto or Sackville office in a Hybrid work model.

Reporting Relationship : You will report to the Team Lead, Customer Service

Your Moneris Career - What you'll do

Deliver the best-in-class customer service throughout customer journey within the Moneris Restaurant vertical, via inbound and outbound support.

Take ownership of customer from pilot, onboarding, technical and escalation support until resolution, partnering with internal Moneris teams.

Build and maintain relationships within the Moneris Restaurant vertical, ensuring highest level of support and communication following our service requirements.

Deliver customer education and training sessions tailored to merchant needs, organize virtual training sessions and situational coaching to junior team members.

Identify process gaps, training, or product opportunities, providing application and software user feedback, process improvements and recommendations to achieve departmental targets and reducing costs.

Raise product issues and recommendations for improvement to appropriate Agile Teams through Agile Channels.

Your Moneris Career - What you bring

Post-secondary diploma or degree in a technical field, or a related field or equivalent experience.

3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.

Willingness to participate in professional development activities to stay current on industry knowledge in a constantly evolving industry.

Experience evaluating customers issues for positive end-to-end customer experience.

Prior experience with restaurant systems is an asset (POS, order management system, software).

Bilingual in French and English (reading, writing and verbal) is required.

Work on different shifts in a 24 / 7 environment.

Your Moneris Career - What you get

Comprehensive Total Rewards Program including bonuses, flexible benefits starting from day 1, and your choice of either a health spending account (HSA) or personal spending account (PSA)

Learning & development programs and resources including unlimited free access to Coursera and an Educational Assistance Program

Holistic approach to your well-being, with an Employee Assistance Program for you and your family, access to 24 / 7 virtual health care, wellness events and a supportive workplace culture

A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter

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