Bilingual English/French Customer Service Representative (Toronto Hybrid)

Moneris; Toronto; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience representative to deliver exceptional service and technical support to merchants. This role involves troubleshooting POS systems and promoting products while achieving service targets. You will thrive in a hybrid work model, balancing in-office collaboration with remote flexibility. Join a company that values diversity and invests in your growth through comprehensive training and development programs. If you're passionate about customer service and technology, this is your chance to make a meaningful impact in a supportive environment.

Benefits

Comprehensive Total Rewards Program

RRSP matching & defined contribution pension plan

Unlimited free access to Coursera

Employee Assistance Program

Wellness events

Diversity, Equity, and Inclusion initiatives

Qualifications

• 1+ years of customer service experience in a contact centre environment.
• Fluent in French and English with strong technical support skills.

Responsibilities

• Provide technical support to merchant clients over the phone.
• Promote products and services, identifying cross-sell/up-sell opportunities.

Skills

Customer Service Experience

Technical Support

Fluency in French

Fluency in English

Problem-Solving Techniques

Ability to Work Different Shifts

Tools

Computer Functionality

Software and Hardware (Routers/Modems)

Job description

Your Moneris Career - The Opportunity

We all know that it feels good to help someone. Why not make it a career and get paid for it?

As a Customer Experience (CEx) representative, you provide Customer Service Excellence to Moneris merchants and detailed technical POS troubleshooting and support, as well as financial support for customers' daily processing needs. You meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services.

Paid training will start on July 7th, 2025. You must be available to attend the full 10 weeks of training.

Location: You will be based in our Toronto Office and will work in a Hybrid model (Currently 2 days in office and 3 days from home).

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

Your Moneris Career - What you'll do

• Provide technical support to merchant clients over the phone (inbound calls).
• Promote our products and services to our merchants, identifying cross-sell/up-sell opportunities and sending leads through appropriate channels.
• Collect and document information from merchants, using problem-solving techniques to provide consistent first responses to inbound telephone service requests and technical inquiries.
• Achieve individual targets that contribute to goals including productivity targets, quality assurance targets, compliance targets, absenteeism targets, and sign-on targets (addition of voice of the customer – customer surveys).

Your Moneris Career - What you bring

• 1+ years of customer service experience in a contact centre environment.
• Prior experience providing technical support.
• Fluent in French and English (reading, writing and verbal).
• Experience with computer functionality, software, and hardware (routers/modems/etc.).
• Ability to work on different shifts including evenings, weekends, and holidays.

Nice-to-have...

• Prior experience with retail or restaurant systems is an asset (point of sale, software).

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).
• RRSP matching & defined contribution pension plan.
• 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.

Find out more about the work perks & benefits you get as a Moneris employee at Moneris.com/careers

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Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation, and intersectional identities.

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 transferable experience you bring, and how this will support your success in this role.