Customer Care Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to incoming calls and conduct outbound follow-up calls as necessary

• Receive, manage, and resolve incoming support requests

• Organize and prioritize an individual ticket queue to guarantee prompt responses and resolutions

• Engage in and successfully complete designated training programs

• Participate in daily team meetings and contribute to group discussions

• Collaborate with various departments to handle merchant inquiries and resolve issues

• Utilize the Knowledge Base and other knowledge management resources to deliver accurate and effective support

• Provide continuous customer support for PayFacto products and services

• Act as the initial point of contact for merchants, offering professional customer service and technical assistance

⛳️ Requirements

• Exceptional communication skills in both English and French

• Quick learning ability and adaptability to new technologies and systems

• Comfortable delivering remote support via telephone and online tools

• Strong customer service abilities and professional telephone demeanor

• Excellent verbal communication and active listening skills, including the capacity to explain basic technical concepts to non-technical customers

• Demonstrated ability to multitask, manage competing priorities, and remain organized

• Ability to adhere to company guidelines, procedures, and established processes to troubleshoot and resolve issues

• Strong documentation capabilities, including accurate recording of customer interactions and resolutions

• Capacity to perform effectively under pressure in a fast-paced and demanding environment

• Previous experience in the restaurant or hospitality sector is advantageous

• Familiarity with payment processing or Point-of-Sale (POS) systems is a plus

• Experience in a technical Help Desk setting providing Tier 1 support is beneficial

• Proficiency with PCs and operating systems, including troubleshooting and resolving common technical issues, is preferable

• Basic knowledge of networking is an asset

🏝️ Benefits

• One-year temporary contract

• Remote work arrangement

• Assigned training and professional development upon completion of training