Customer Service Analyst managing client orders and relationships for Suzano. Ensure customer satisfaction through effective communication and timely order management.
About the role
- Customer Service Representative providing technical support for Moneris Restaurant vertical. Delivering training and troubleshooting support while maintaining customer relationships in a hybrid work environment.
Responsibilities
- Provide technical support to our restaurant-industry clients by phone, handling both inbound and outbound calls.
- Own the customer experience from onboarding and technical support through to resolution, partnering with internal Moneris teams.
- Develop and maintain relationships with our restaurant clients, ensuring the highest level of support and communication in accordance with our service standards.
- Deliver training and educational sessions for clients based on their needs, and coordinate virtual training sessions and situational coaching for junior team members.
- Identify gaps in processes, training, or product opportunities by providing feedback on applications and software, proposing process improvements and recommendations to meet departmental goals and reduce costs.
- Escalate product issues and improvement recommendations to the appropriate Agile teams via Agile channels.
Requirements
- 3+ years of customer service and technical support experience, or equivalent experience resolving complex technical issues.
- Willingness to participate in professional development activities to stay current with the continuously evolving industry.
- Experience assessing customer issues to ensure a positive end-to-end experience.
- Prior experience with restaurant systems is an asset (POS, order management systems, software).
- Fluency in English and French (read, written, and spoken) is required.
- Ability to work varied schedules, including evenings, weekends, and holidays, in a 24/7 environment.
Benefits
- Work environment that values diversity, equity, and inclusion (DEI) through employee inclusion groups (EIGs), mentoring, DEI-related training, and workshops.
- Learning and development programs and resources.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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