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Bilingual English/french Customer Service

2 weeks ago

Quebec Province, Canada Moneris Full time

**L'opportunité - Votre carrière à Moneris**

Vous serez responsable d'offrir l'excellence du service à la clientèle aux commerçants de Moneris et de fournir un dépannage et un soutien technique détaillés pour les points de vente, ainsi qu'un soutien financier détaillé pour les besoins de traitement quotidiens des clients. Vous serez également responsable de soutenir les objectifs globaux de service à la clientèle fixés par le service, en offrant des conseils supplémentaires, y compris la vente croisée de produits et de services.

**Emplacement**:Vous pouvez travailler dans un environnement entièrement à distance ou dans un mode de travail hybride à partir de notre bureau de Quebec.

**Lien hiérarchique**: Vous relèverez du Responsable d'équipe, service à la clientèle

**Vos responsabilités - Votre carrière à Moneris**
- Fournir un soutien à nos clients commerçants (les canaux de soutien peuvent être la voix, le chat, le courrier électronique, les réseaux sociaux, les canaux intégrés de tiers et les canaux et technologies nouveaux/émergents).
- 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.
- 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.
- Responsable de l'atteinte des objectifs individuels qui contribuent aux objectifs généraux de l'entreprise, y compris, mais sans s'y limiter, les objectifs de productivité, les objectifs d'assurance de la qualité, les objectifs de conformité, les objectifs d'absentéisme, les objectifs d'adhésion (ajout de la voix du client - sondages auprès des clients)

**Votre profil - Votre carrière à Moneris**
- 1+ ans d'expérience dans le domaine du service à la clientèle, de préférence dans un centre d'appels.
- Maîtrise de l'anglais et du 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**
- Programme complet de rémunération globale comprenant des primes et des régimes d'avantages sociaux flexibles dès le premier jour
- REER avec contribution de l'employeur et régime de retraite à cotisations déterminées
- Programmes et ressources d'apprentissage et de perfectionnement, y compris un accès gratuit illimité à LinkedIn Learning, Coursera, et programme d'aide à la formation
- Approche globale de votre bien-être, avec un programme d'aide aux employé(e)s pour vous et votre famille, événements mensuels de bien-être et culture de soutien au travail
- Fermeture des bureaux pendant les Fêtes et congés personnels payés à l'échelle de l'entreprise (y compris les journées religieuses, personnelles et de bénévolat)

*******

**Your Moneris Career - The Opportunity**

We all know that I feels good when 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 provide detailed technical POS troubleshooting and support, detailed financial support for customer's 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.

**Location**:You can work in a fully remote environment, or in a Hybrid work modele from our Quebec office.

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

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

**Your Moneris Career - What you bring**
- 1+ years of customer service experience preferably in a contact centre environment
- Fluent in French and English (reading, writing and verbal)
- Experience with computer functionality, software and hardware [routers/modems/etc.]
- Work remotely and on different shifts including evenings, weekends and holidays.

**Your Moneris Career - What you get**
- Comprehensive Total Rewards Program including bonuses and flexible benefits plans starting from D