Unity Payments is one of Canada’s largest merchant service providers. We offer payment processing solutions to small and medium enterprises across the country. Our team is currently seeking a Bilingual Senior Customer Care Specialist to join our Toronto office.
The ideal candidate will be fluent in French/English and will excel in a fast-paced environment while working both independently and under supervision.
Position Summary:
Our ideal candidate will manage outbound retention calls as well as live transfers of inbound calls to identify and assess customers’ needs as it relates to cancellation requests.
They will build trust and relationships with customers through open communication as well as provide accurate, valid and complete information by using the right methods/tools.
They will be required to meet retention targets and productivity quotas, provide appropriate solutions and alternatives within specified time limits and follow up to ensure resolution.
There will be numerous products and services that will need to be learned including but not limited to point-of-sale models for both physical terminals and e-commerce. We require accurate records of customer interactions, processing of customer accounts, filing of documents, adherence to communication procedures, guidelines and policies and willingness to go the extra mile to engage customers and solve their time-sensitive problems.
Primary Responsibilities:
· Be a point of escalation for clients who are considering closing their accounts and find the right offer to ensure they stay with Unity Payments.
· Resolve issues regarding clients’ accounts, billing and Elavon products.
· Investigate customer concerns and inquiries by asking the right questions to determine the best course of action for a resolution.
· Communicate resolution in a timely manner to clients, partners and other teams.
· Suggest useful information to customers about Elavon products and services that may benefit their accounts.
· Manage live transfers of inbound cancellation calls and outbound communications (phone and email) to clients and partners related to account cancellation requests.
· Work alongside the sales and install department to ensure client satisfaction
· Build and maintain relationships with clients and our partners.
· The ability to communicate in both English and French is a hard requirement for this position.
What you can expect from us:
- Competitive base salary based on your experience ($50K-$60K)
- Medical and dental plan
- Paid on-site training
- Free parking on-site (short bus ride from Sheppard / Allen subway station)
- Fully stocked kitchen (free coffee, tea, hot chocolate, and snacks!)
- Vacation pay
- Regular work gatherings
- Employee appreciation incentives
- Weekly breakfast or lunch
- Generous bonus structure
- A modern office space equipped with the latest office technology
- The chance to join a growing and diverse team of highly talented individuals
Experience in the following is an asset:
Financial sector
Banking (TD, BMO, Scotiabank, ect)
Contact Centre
Applicant Privacy Notice:
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https://www.unitypayments.ca/applicant-privacy
By submitting your application, you acknowledge that you have read and understood the terms outlined in the policy regarding the collection, use, and storage of your personal data.
Job Type: Full-time
Pay: $50,000.00-$60,000.00 per year
Additional pay:
Benefits:
Schedule:
Application question(s):
- Please note: This is not a remote position - We only offer in office work. Please respond with "I understand" or "Okay" to show you have read this message. Thank you
Experience:
- Customer service: 2 years (required)
Language:
Work Location: In person
