Customer Service Representative

5 months ago

Lower Sackville, Canada Moneris Solutions Full time

French will follow _

**Your Moneris Career - The Opportunity**:
Every day, our Customer Experience (CEx) team strives to deliver the best possible experience to our customers and partners. As a Customer Experience (CEx) representative, you provide Customer Service Excellence to Moneris merchants and provide support for customer's daily processing needs.

**Location**: You will work from our Montreal, Toronto or Sackville office in a Hybrid work model

**Reporting Relationship**: You will report to Manager, Customer Service

**Please see eligibility criteria below**:

- **Internship Length**: 4 months
- **Internship Start**: May 6th
- **Internship End**: August 30th

**Your Moneris Career - What you'll do**:

- Provide telephone support to our merchants (inbound and outbound environment), consistent with our service and quality standards.
- Collect and document information from merchants, while using problem solving techniques to provide consistent first response to our customers.
- Advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction and escalate to appropriate teams.
- Provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.
- Perform other duties, as required.

**Your Moneris Career - What you bring**:

- Currently pursuing a post-secondary diploma or degree.
- Experience in a customer service role.
- Proficient in MS Office Suite / Windows.
- Bilingual in English and French or Cantonese/Mandarin (reading, writing and verbal) is considered an asset.
- Available to work on different shifts (days, evening and weekend when necessary).
- Prior experience in a contact center environment is an asset.

**Your Moneris Career - What you get**:

- Learning & development programs and resources
- 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

**L'opportunité - Votre carrière à Moneris**:
Chaque jour, notre équipe Expérience client (CEx) s'efforce d'offrir la meilleure expérience possible à nos clients et à nos partenaires. En tant que représentant de l'expérience client (CEx), vous offrez l'excellence du service à la clientèle aux marchands de Moneris et fournissez un soutien aux besoins de traitement quotidiens des clients.

**Emplacement**:Vous travaillerez à partir de notre bureau de Sackville, Montréal ou Toronto dans un mode de travail hybride.

**Lien hiérarchique**:Vous relèverez du Gestionnaire, Service à la clientèle

**Veuillez consulter les critères d'éligibilité ci-dessous**:

- **Durée du stage**: 4 mois
- **Début du stage**: 6 mai
- **Fin du stage**: 30 août
- Pour être admissible à nos stages, vous devez être inscrit dans un établissement d'enseignement postsecondaire canadien et être légalement autorisé à travailler à temps plein. _

**Vos responsabilités - Votre carrière à Moneris**:

- Fournir un soutien par téléphone (appels entrants et sortants) à nos clients commerçants, en respectant nos standards de qualité.
- Promouvoir nos produits et services auprès de nos commerçants, identifier les opportunités de vente croisée et de vente incitative et envoyer les pistes par les canaux appropriés.
- Conseiller les clients sur la maintenance préventive et les ajustements de configuration afin d'améliorer les performances des produits et la satisfaction des clients, et faire remonter l'information aux équipes appropriées si nécessaire.
- Recueillir et documenter avec précision les informations fournies par les commerçants, tout en utilisant des techniques efficaces de résolution des problèmes afin de fournir une première réponse cohérente aux demandes de service téléphonique et aux questions techniques.
- Effectuer d'autres tâches, le cas échéant.

**Votre profil - Votre carrière à Moneris**:

- Être présentement inscrit dans un programme d'étude postsecondaire.
- Expérience dans le domaine du service à la clientèle (en centre d'appel est un atout)
- Maîtrise de l'anglais et français (lu, écrit et parlé).
- Compréhension de base des fonctionnalités, des logiciels et du matériel informatique (routeurs/modems/etc.).
- Capacité à travailler selon différents horaires, y compris les soirs, les week-ends et les jours fériés.

**Vos avantages - Votre carrière à Moneris**:

- Programmes et ressources d'apprentissage et de perfectionnement
- Environnement de travail accordant de l'importance à la diversité, à l'équité et à l'inclusion (DEI) par l'entremise de groupes d'inclusion des employé(e)s (GIE), de mentorat, de formations et d'ateliers liés à la DEI, d'événements informatifs, ainsi que de plusieurs ressources

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