Bilingual Customer Service Representative (Restaurant)

The Opportunity - Your Career at Moneris

You will be responsible for delivering exceptional customer service to Moneris's restaurant segment merchants and providing detailed troubleshooting and technical support for clients' daily processing needs. You will also be responsible for supporting the service's global customer service objectives by offering additional advice, including cross-selling products and services.

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

Posting Type: Replacement.

Salary Range: The expected base salary range for this role is $44,000 - $60,000.

*The total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.*

Your Responsibilities - Your Career at Moneris

• Provide technical support to our restaurant sector clients via phone, through inbound and outbound calls.
• Handle the client from onboarding, technical support, and escalation until resolution, partnering with Moneris's internal teams.
• Develop and maintain relationships with our restaurant sector clients, ensuring the highest level of support and communication according to our service requirements.
• Set up training and education sessions for our clients based on their needs, and organize virtual training sessions and situational coaching for junior team members.
• Identify gaps in processes, training, or product opportunities, providing application and software user feedback, process improvements, and recommendations to achieve departmental targets and reduce costs.
• Submit product issues and improvement recommendations to the appropriate Agile Teams through Agile Channels.

Your Profile - Your Career at Moneris

• Post-secondary diploma or degree in a related field.
• 3+ years of experience in customer service and technical support, 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 customer issues for a positive end-to-end customer experience.
• Prior experience with restaurant systems is an asset (POS, order management system, software).
• Proficiency in both French and English (reading, writing, and verbal) is required.
• Ability to work on different shifts, including evenings, weekends, and holidays, in a 24/7 environment.
• Your Benefits - Your Career at Moneris

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

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers .

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 customers' 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.

Posting Type: Replacement.

Salary Range: The expected base salary range for this role is $44,200 - $60,000.

*Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.*

Your Moneris Career - What you'll do

• Deliver the best-in-class customer service throughout the customer journey within the Moneris Restaurant vertical, via inbound and outbound support.
• Take ownership of the 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 the 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 a 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 required.
• Work on different shifts in a 24/7 environment.
• Your Moneris Career - What you get

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

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.

Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers .

#LI-Hybrid

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