Customer Care Specialist

2 weeks ago

Montréal, Canada PayFacto Full time

**We are looking for a Customer Care Specialist to join our team**

If you have excellent people skills, take pride in your work, and want your future to be limited only by the amount of effort you are willing to give to your career, then we have a great opportunity for you.

**About the role**:
Reporting to the Customer Service Supervisor the successful applicant will be responsible for ongoing support for PayFacto customers and products. As a Customer Care Specialist, you will act as the first point of contact for customers providing exemplary customer service and support.
- Answer incoming calls and make outbound follow-up calls as needed
- Treat incoming tickets
- Management of personal ticket queue
- Participate in and complete assigned training
- Participate in daily team meetings
- Work with multiple departments to answer merchant inquiries
- Leverage the Knowledge Base and other knowledge management tools to assist merchants

**About you**:

- You have excellent communication skills in English and French
- You are able to learn and adapt to new technology quickly
- You are comfortable with providing remote support via phone and online tools
- You posses exceptional customer service skills and professional phone etiquette
- Excellent verbal communication and active listening skills, including the ability to clearly communicate basic technical concepts to non-technical clients
- Proven multi-tasking abilities and prioritization skills
- Discipline to follow company directives and procedures to solve problems
- Ability to document customer interactions and solutions
- You demonstrate the ability to handle pressure and perform tasks in a fast-paced, demanding environment
- Previous restaurant / hospitality experience is an asset
- Experience with Payment or Point-of-Sale systems is an asset
- Experience in a technical Help Desk environment providing tier 1 support is an asset
- PC and Operating system proficiency with the ability to troubleshoot and solve common technical issues is an asset
- Basic networking skills is an asset

**About us**:

- We provide fully integrated payment and point of sales solutions to restaurants, hotels and bars
- We are known for our state-of-the-art point of sales systems (Veloce and Maitre’D)
- We have offices in Canada, US and Europe
- We are expanding and growing

**We offer**:

- Medical and dental coverage as of Day 1
- Telemedicine 24/7
- RRSP matching
- Vacation and personal days
- Challenge of working in a fast-paced growing company

**Nous sommes à la recherche d’un Spécialiste du Service à la clientèle pour joindre notre équipe **

Si vous avez d'excellentes qualités relationnelles, que vous êtes fier de votre travail et que vous souhaitez que votre avenir ne soit limité que par les efforts que vous êtes prêt à fournir pour votre carrière, alors nous avons une grande opportunité pour vous.

**À propos du rôle**:

- Répondre aux appels entrants et effectuer des appels de suivi sortants si nécessaire.
- Traiter les billets entrants
- Gestion des billets personnels
- Participer à la formation assignée et la compléter
- Participer aux réunions d'équipe quotidiennes
- Travailler avec plusieurs départements pour répondre aux demandes des commerçants
- Exploiter la base de connaissances et d'autres outils de gestion des connaissances pour aider les commerçants

**À propos de vous**:

- Vous avez d'excellentes capacités de communication en anglais et en français
- Vous êtes capable d'apprendre et de vous adapter rapidement aux nouvelles technologies.
- Vous êtes à l'aise pour fournir un soutien à distance par téléphone et par des outils en ligne.
- Vous possédez des compétences exceptionnelles en matière de service à la clientèle et une étiquette téléphonique professionnelle.
- Excellentes aptitudes à la communication verbale et à l'écoute active, y compris la capacité à communiquer clairement des concepts techniques de base à des clients non techniques.
- Aptitudes avérées à effectuer plusieurs tâches à la fois et à établir des priorités
- Discipline pour suivre les directives et procédures de l'entreprise afin de résoudre les problèmes
- Capacité à documenter les interactions avec les clients et les solutions
- Vous démontrez votre capacité à gérer la pression et à accomplir des tâches dans un environnement exigeant et au rythme rapide.
- Une expérience antérieure dans la restauration ou l'hôtellerie est un atout
- Une expérience des systèmes de paiement ou de point de vente est un atout.
- Une expérience dans un environnement de centre d'assistance technique fournissant une assistance de niveau 1 est un atout.
- La maîtrise d'un PC et d'un système d'exploitation et la capacité de dépanner et de résoudre des problèmes techniques courants sont un atout.
- Des compétences de base en réseautique sont un atout

**À propos de nous**:

- Nous fournissons des solutions de paiement et de

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