Bilingual Customer Service Representative III - Technical (Restaurant) / Representant(e) bilingue au service a la clientele III - technique (Restaurant)

L'opportunite - Votre carriere a Moneris

Vous serez responsable d'offrir l'excellence du service a la clientele aux commercants du segment de la restauration de Moneris et de fournir un depannage et un soutien technique detailles pour les besoins de traitement quotidiens des clients. Vous serez egalement responsable de soutenir les objectifs globaux de service a la clientele fixes par le service, en offrant des conseils supplementaires, y compris la vente croisee de produits et de services.

Emplacement: Vous travaillerez dans un mode de travail hybride a partir de notre bureau de Montreal, Sackville Quebec ou Toronto.

Lien hierarchique: Vous releverez du Chef d'equipe, service a la clientele

Vos responsabilites - Votre carriere a Moneris

• Fournir un soutien technique a nos clients du secteur de la restauration par telephone, par le biais dappels entrants et sortants.

• Prendre en charge le client depuis la mise en service, le support technique jusqu'a la resolution, en partenariat avec les equipes internes de Moneris.

• Developper et maintenir des relations avec nos clients du secteur de la restauration, en assurant le plus haut niveau de support et de communication conformement a nos exigences de service.

• Mettre en place des seances de formation et d'education pour nos clients en fonction de leurs besoins, et organiser des sessions de formation virtuelles et du coaching situationnel pour les membres juniors de l'equipe.

• Identifier les lacunes dans les processus, la formation ou les opportunites de produits, en fournissant des commentaires sur les applications et les logiciels, des ameliorations de processus et des recommandations afin d'atteindre les objectifs du departement et de reduire les couts.

• Soumettre les problemes lies aux produits et les recommandations d'amelioration aux equipes Agile appropriees par le biais des canaux Agile.

Votre profil - Votre carriere a Moneris

• Diplome detudes postsecondaires ou diplome dans une discipline connexe.

• 3+ ans d'experience dans le domaine du service a la clientele et support technique, ou experience equivalente a resoudre des problemes techniques complexes.

• Volonte de participer a des activites de developpement professionnel afin de rester informe de l'evolution constante du secteur.

• Experience a evaluer les problemes des clients pour assurer une experience positive de bout en bout.

• Une experience prealable des systemes de restauration est un atout (POS, systeme de gestion des commandes, logiciel).

• Maitrise de l'anglais et du francais (lu, ecrit et parle) est un atout.

• Capacite a travailler selon differents horaires, y compris les soirs, les week-ends et les jours feries, dans un environnement 24 heures sur 24, 7 jours sur 7.

Vos avantages - Votre carriere a Moneris

• Programme de remuneration globale complet, incluant des primes, des avantages flexibles a partir du premier jour de travail et un CSS (Compte Soins de sante) ou un CDP (Compte de depenses personnel), au choix

• REER avec contribution de l'employeur et regime de retraite a cotisations determinees

• Programmes et ressources d'apprentissage et de perfectionnement, y compris un acces gratuit illimite a Coursera et programme d'aide a la formation

• Approche globale de votre bien-etre, avec un programme daide aux employe(e)s pour vous et votre famille, acces a des soins medicaux virtuels en tout temps, evenements de bien-etre et culture de soutien au travail

• Environnement de travail accordant de limportance a la diversite, a lequite et a linclusion (DEI) par lentremise de groupes dinclusion des employe(e)s (GIE), de mentorat, de formations et dateliers lies a la DEI, devenements informatifs, ainsi que de plusieurs ressources internes telles quun site Web et une infolettre sur la DEI

Pour en savoir plus sur les avantages sociaux dont vous beneficiez en tant qu'employe(e) de Moneris, rendez-vous sur Moneris.com/carriere

Your Moneris Career - The Opportunity

As a Customer Service Representative III - Technical, you will provide end-to-end support of the Moneris Restaurant vertical for customer's daily processing needs. You will meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services.

Location: You will be based in our Montreal, Quebec City, Toronto or Sackville office in a Hybrid work model.

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

Your Moneris Career - What you'll do

• Deliver the best-in-class customer service throughout customer journey within the Moneris Restaurant vertical, via inbound and outbound support.

• Take ownership of customer from pilot, onboarding, technical and escalation support until resolution, partnering with internal Moneris teams.

• Build and maintain relationships within the Moneris Restaurant vertical, ensuring highest level of support and communication following our service requirements.

• Deliver customer education and training sessions tailored to merchant needs, organize virtual training sessions and situational coaching to junior team members.

• Identify process gaps, training, or product opportunities, providing application and software user feedback, process improvements and recommendations to achieve departmental targets and reducing costs.

• Raise product issues and recommendations for improvement to appropriate Agile Teams through Agile Channels.

Your Moneris Career - What you bring

• Post-secondary diploma or degree in a technical field, or a related field or equivalent experience.

• 3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.

• Willingness to participate in professional development activities to stay current on industry knowledge in a constantly evolving industry.

• Experience evaluating customers issues for positive end-to-end customer experience.

• Prior experience with restaurant systems is an asset (POS, order management system, software).

• Bilingual in French and English (reading, writing and verbal) is an asset.

• Work on different shifts in a 24/7 environment.

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