Service Representative; Spanish​/Représentant du service des paiements; Espagnol

(Une version française suivra)

Join Our Team and Elevate Your Career in Customer Service!

We are looking for highly motivated and enthusiastic Payment Service Representatives to join our team. If you are fluent in both Spanish and English and have experience in customer service or a call center environment, we want to hear from you!

As the first point of contact for our U.S.

-based merchants, you will play a key role in delivering exceptional service, responding to customer inquiries, and creating opportunities to present multiple product lines.

Key Responsibilities:

• Assist customers with inquiries regarding their accounts and services via phone, email, and live chat.
• Develop and execute account strategies to enhance customer loyalty and proactively retain business.
• Work with merchants who may be at risk of cancellation, helping to address concerns and maintain strong relationships.
• Handle inbound customer inquiries while ensuring adherence to service-level agreements (SLAs).
• Promote First Call Resolution (FCR) to enhance efficiency and customer satisfaction.
• Educate customers on self-service options to streamline support.
• Collaborate with industry partners to resolve issues and add value to merchant accounts.
• Conduct outbound follow-ups as needed to strengthen customer retention efforts.
• Perform ad hoc duties as assigned.

Qualifications:

• Strong problem-solving and multitasking skills.
• Excellent negotiation and persuasion abilities; sales experience is an asset.
• Proficiency with computers and technology.
• Minimum one (1) year of experience in sales or customer service, preferably in a corporate or call center environment.
• Experience in the payment processing industry is an asset.
• Fluency in Spanish and English is required to effectively support our U.S.
  
  -based customers.

What We Offer:

• Competitive salary and benefits package.
• Comprehensive training and ongoing career development opportunities.
• Downtown Montreal location with easy accessibility.
• Fresh fruit and coffee daily.
• STM employee discount.
• Health benefits after 3 months.
• RRSP plan after 6 months.
• A dynamic, engaging, and collaborative work environment.
• Exciting team-building events and company culture.

If you are passionate about providing outstanding customer service and thrive in a fast-paced, high-energy workplace, we would love to hear from you!

To comply with Bill 96, our company has taken reasonable measures to avoid requiring knowledge of a language other than French to be hired or retained in this position. However, due to the nature of our U.S.

-based clientele, fluency in Spanish and English is essential for this role.

** Version française**

Rejoignez notre équipe et donnez un nouvel élan à votre carrière en service à la clientèle!

Nous recherchons des représentants du service des paiements motivés et enthousiastes pour rejoindre notre équipe. Si vous maîtrisez l’espagnol et l’anglais et avez une expérience en service à la clientèle ou en centre d’appels, nous voulons vous rencontrer!

En tant que premier point de contact pour nos clients basés aux États-Unis, vous jouerez un rôle clé en fournissant un service exceptionnel, en répondant aux demandes des clients et en mettant en avant nos différentes gammes de produits.

Responsabilités principales :

• Répondre aux demandes des clients concernant leurs comptes et services via téléphone, courriel et chat en direct.
• Élaborer et mettre en œuvre des stratégies de compte pour favoriser la fidélité des clients et retenir activement les commerçants.
• Travailler avec des commerçants à risque de résiliation en répondant à leurs préoccupations et en renforçant leur engagement.
• Gérer les demandes entrantes tout en respectant les SLA et les attentes en matière de service.
• Favoriser la résolution dès le premier appel (First Call Resolution) pour améliorer l’efficacité et la satisfaction client.
• Éduquer les clients sur les options en libre-service pour simplifier le support.
• Collaborer avec des partenaires de l’industrie pour résoudre des problèmes et apporter de la valeur ajoutée aux comptes marchands.
• Effectuer des suivis sortants au besoin afin de renforcer la rétention des clients.
• Effectuer diverses tâches ponctuelles selon les…