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Open nowPosted 34 days ago

Représentant(e) du service à la clientèle II - Customer Service Representative II

Moneris33 open roles

Pay
$36,000 – $45,000 a year
Where
Montreal
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Your applicationOpen nowReprésentant(e) du service à la clientèle II - Customer Service Representative IIMoneris · Montreal

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Moneris's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market. Moneris postings stay open a median of 18 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted 34 days ago

Moneris median: 18 days open

The posting

L'opportunité - Votre carrière à Moneris

En tant que représentant(e) au centre de service, vous serez le point de contact initial de nos clients internes et externes. Vous serez responsable de traiter toutes les demandes des clients dans les délais établis, avec un haut niveau de professionnalisme et ce, dans le but d'offrir un service hors pair. Il s'agit d'un poste permanent à temps plein.

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

Lien hiérarchique: Vous relèverez de Julie Avraam.

Type de publication: Remplacement

Échelle salariale: Le salaire de base prévu pour ce poste se situe entre $36,000 - $45,000.

La rémunération totale peut également inclure des éléments variables ou discrétionnaires, y compris des primes et des commissions. Les offres d'emploi sont personnalisées en fonction de différents facteurs comme l'expérience, la formation, les compétences, les attestations et les besoins de l'entreprise.

Vos responsabilités - Votre carrière à Moneris

  • Répondre rapidement aux appels entrants et aux courriels relatifs à l'ouverture ou à la fermeture de tickets.
  • Résoudre les tickets de manière rapide et précise, en veillant à ce que tous les détails pertinents soient documentés.
  • Effectuer des échanges d'appareils et s'assurer que les utilisateurs sont pleinement opérationnels après l'échange.
  • Transmettre les problèmes non résolus aux équipes techniques appropriées, le cas échéant.
  • Surveiller les alertes et les performances du système afin d'identifier et de résoudre les problèmes de manière proactive.
  • Respecter les accords de niveau de service (SLA) en ce qui concerne les délais de réponse et de résolution.
  • Fournir un service à la clientèle exceptionnel et assurer le suivi pour garantir la satisfaction des utilisateurs.

Votre profil - Votre carrière à Moneris

Compétences et expérience requise:

  • 2+ années d'expérience dans un poste de service à la clientèle (dans un centre d'appels, un atout).
  • Diplôme d'études secondaires ou postsecondaires ; une expérience de travail équivalente peut être considérée comme un substitut au diplôme.
  • Maîtrise de l'anglais et du français (lu, écrit et parlé).
  • Bonne connaissance de Windows et de la suite MS Office.
  • Accepter de travailler sur des quarts du lundi au vendredi de 8h00 à 18h00.

Vos avantages - Votre carrière à Moneris

À Moneris, nous croyons qu'il faut vous donner les moyens de réussir, tant sur le plan personnel que professionnel. En tant que membre de notre équipe, vous aurez accès à des ressources, à des occasions et à un environnement inclusif qui soutiendra votre perfectionnement et votre carrière.

  • Programme de rémunération globale complet, incluant des primes au rendement, des avantages flexibles à partir du premier jour de travail, et le choix entre un CSS (Compte Soins de santé) et un CDP (Compte de dépenses personnel).
  • Soutien à la planification de la retraite, comprenant des programmes de participation aux bénéfices avec contributions de l'entreprise et un régime de retraite à cotisation déterminée.
  • Occasions de croissance et de perfectionnement, y compris un accès illimité à Coursera, des programmes de mentorat et une plateforme technologique interne pour projets à court terme.
  • Soutien complet au bien-être, avec un programme d'aide aux employé(e)s et à leur famille, des soins de santé virtuels en tout temps et des initiatives de bien-être au travail.
  • Souplesse pour vous, sous la forme d'horaires de travail hybrides, d'un programme de travail à l'étranger et de programmes de congés payés.
  • Reconnaissance et récompenses, avec des programmes de reconnaissance à l'échelle de l'entreprise, des avantages bancaires exclusifs auprès de RBC et de BMO, et l'accès à des réductions avantageuses pour le personnel.

Pour en savoir plus sur les avantages sociaux dont vous bénéficiez en tant

qu'employé(e) de Moneris, rendez-vous sur Moneris.com/carriere

The Opportunity - Your Career at Moneris

As a Service Desk Representative, you will be the initial point of contact for our internal and external customers. You will be responsible for handling all customer requests within established timelines and with a high level of professionalism, with the goal of delivering exceptional service. This is a full-time permanent position.

Location: You will work from our Montreal, Sackville or Toronto office in a hybrid work environment.

Reporting Relationship: You will report to Julie Avraam.

Posting Type: Replacement.

Salary Range: The expected base salary for this position is $36,000 - $45,000.

Total compensation may also include variable or discretionary components, including bonuses and commissions. Employment offers are customized based on various factors such as experience, education, skills, certifications, and business needs.

  • Respond promptly to incoming calls and emails related to the opening or closing of tickets.
  • Resolve tickets accurately and efficiently, ensuring all relevant details are properly documented.
  • Perform device exchanges and ensure users are fully operational following the exchange.
  • Escalate unresolved issues to the appropriate technical teams when required.
  • Monitor system alerts and performance to proactively identify and address issues.
  • Meet Service Level Agreements (SLAs) for response and resolution times.
  • Deliver exceptional customer service and follow up to ensure user satisfaction.

Your Profile - Your Career at Moneris

Required Skills and Experience

  • 2+ years of experience in a customer service role (call center experience is considered an asset).
  • High school diploma or post-secondary education; equivalent work experience may be considered in lieu of formal education.
  • Fluency in English and French (reading, writing, and speaking).
  • Strong knowledge of Windows and the Microsoft Office Suite.
  • Flexibility to work shifts between 8:00 a.m. and 6:00 p.m., Monday to Friday.

Your Benefits - Your Career at Moneris

At Moneris, we believe in empowering you to succeed both personally and professionally. As a member of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your growth and career development.

  • Comprehensive total rewards program, including performance bonuses, flexible benefits starting on your first day, and the choice between a Health Spending Account (HSA) and a Personal Spending Account (PSA).
  • Retirement planning support, including company-matched profit-sharing programs and a defined contribution pension plan.
  • Growth and development opportunities, including unlimited access to Coursera, mentorship programs, and an internal technology marketplace for short-term projects.
  • Comprehensive wellness support, including an Employee and Family Assistance Program (EFAP), 24/7 virtual healthcare, and workplace wellness initiatives.
  • Flexibility through hybrid work arrangements, a work-from-abroad program, and paid time-off programs.
  • Recognition and rewards through company-wide recognition programs, exclusive banking benefits with RBC and BMO, and access to employee discount programs.

To learn more about the benefits available to Moneris employees, visit Moneris.com/careers.

Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

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.

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