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Customer Service Agent

PayFacto, a well-rounded fintech institution providing payment processing solutions to merchants, is growing quickly and executing on an ambitious transformation to maintain its leadership in a face pace business environment.  Our team is known for exceptional payments experience, strong vision, problem solving and going above and beyond for our clients.

Working from our Repentigny office and reporting to the Customer Service Supervisor, the Customer Service Agent must provide first-level support with regards to all PayFacto products.

In your role you will be responsible for :
  • Answer to Level 1 & 2 incoming calls;
  • Might be scheduled to work a day shift, a night shift, an overnight shift, or on weekends;
  • Help customers solve their problems and assist them on line by providing accurate info and solutions;
  • Escalate the issue to the appropriate level or department and ensure its resolution, while maintaining a good relationship with the client;
  • Respond to email inquiries and conduct the necessary follow-up to ensure customer satisfaction;
  • Carry out the terminal programming and implementation;
  • Manage terminal shipment for repair purposes;
  • Maintain the terminal inventory (In/Out, Repair, etc.);
  • Prepare delivery notes for courier companies on behalf of in-house departments and carry out necessary follow-ups;
  • Perform data entry;
  • Make outgoing calls regarding various projects;
  • Translate numerous documents required to ensure proper service operations;

 

Essential Experience, Knowledge, Skills and Abilities:

 

  • Answer to Level 1 & 2 incoming calls;
  • Might be scheduled to work a day shift, a night shift, an overnight shift, or on weekends;
  • Help customers solve their problems and assist them on line by providing accurate info and solutions;
  • Escalate the issue to the appropriate level or department and ensure its resolution, while maintaining a good relationship with the client;
  • Respond to email inquiries and conduct the necessary follow-ups to ensure customer satisfaction;
  • Carry out the terminal programming and implementation;
  • Manage terminal shipment for repair purposes;
  • Maintain the terminal inventory (In/Out, Repair, etc.);
  • Prepare delivery notes for courier companies on behalf of in-house departments and carry out necessary follow-ups;
  • Perform various data entry;
  • Make outgoing calls regarding various projects;
  • Translate numerous documents required to ensure proper service operations;
  • Carry out any other related tasks, appropriate to their abilities or upon the supervisor’s request.

We invite you to please submit your cv

We thank all applicant for their interest; however, only those under consideration will be contacted.