Bilingual Customer Service Representative - Technical (Mandarin/Cantonese)

Moneris•Toronto, ON

1d•Hybrid

About The Position

As part of the technical Customer Experience (CEx) team, you will provide Customer Service Excellence to Moneris merchants and provide detailed technical POS troubleshooting and support. You meet overall customer service targets set by the department, offering additional advice up to and including cross-sell products and services. You will work within a structured training environment and collaborate closely with teammates and mentors from day one. You will play a direct role in merchant satisfaction and retention, within a culture that emphasizes collaboration, recognition, and inclusion. With formal onboarding and clear growth pathways, this opportunity is well suited to someone motivated to build expertise in customer experience and payments services.

Requirements

1+ years of customer service experience, preferably in a contact center environment.
Fluency in English, Cantonese and Mandarin, both written and verbal.
Experience with computer functionality, software and hardware (routers, modems, etc.).
Strong attention to detail with an ability to work in a fast-paced environment with changing priorities.
Flexibility and ability to work rotating shifts, including evenings, overnight and weekends is required.

Responsibilities

Provide technical support to merchant clients over the phone by referring to company owned technical user guides, manuals and internal knowledge database.
Respond to inbound service requests by telephone, gathering relevant information and resolving issues at first contact when possible.
Identify and share cross‑sell and up‑sell opportunities by promoting Moneris products and services through established channels.
Accurately document customer interactions and outcomes in internal systems to support compliance and reporting.
Achieve individual performance targets aligned to productivity, quality assurance, compliance, attendance, and customer feedback metrics.