Bilingual Customer Service Representative

2 months ago

Lower Sackville, Nova Scotia, Canada Moneris Full time
About the Role

We are seeking a highly skilled and bilingual customer service representative to join our team at Moneris. As a Customer Experience (CEx) representative, you will provide exceptional customer service to our merchants, offering detailed technical POS troubleshooting and support, as well as financial support for their daily processing needs.

You will be responsible for meeting overall customer service targets set by the department, providing additional advice and promoting our products and services to our merchants. This includes identifying cross-sell and up-sell opportunities and sending leads through appropriate channels.

You will work in a hybrid work model, with 2 days in the office and 3 days from home, and will report to the Team Lead, Customer Service.

Key Responsibilities
  • Provide contact centre support to merchant clients over the phone
  • Promote our products and services to our merchants, and identifying cross-sell/up-sell opportunities and sending leads through appropriate channels
  • Collect and document information from merchants, while using problem solving techniques to provide consistent first response 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, sign-on targets (addition of voice of the customer – customer surveys)
Requirements
  • 1+ years of customer service experience preferably in a contact centre environment
  • Experience with computer functionality, software and hardware [routers/modems/etc.]
  • Bilingual in English and French (reading, writing, and verbal) is a strong asset
  • Work on different shifts including evenings, weekends and holidays
What We Offer
  • 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

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