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Merchant Experience Advocate


This is a Full-time position in Montreal, QC posted August 14, 2019.

What does the Merchant Experience department do?

The Merchant Experience team is tasked with three main duties: resolving merchant issues to prevent merchant attrition; proactively communicating with merchants via outbound calls to ensure customer satisfaction by reviewing pricing or addressing any unresolved issues, taking steps to ensure a more positive customer experience through relationship-building; and gathering and reporting insight into merchant complaints and dissatisfaction so the business can take tangible action to improve products and services.

Main Duties / Responsibilities Provide world-class customer service and support to all customers; Handle inbound and outbound calls, emails, customer feedback escalations, and all other assigned tasks in a timely and professional manner, and to the required quality; Perform root-cause analysis to identify and resolve issues in order to avoid negative outcomes; Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction; Take preventative action on all cases to help minimize the number of times customers must call in for assistance; Conduct routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition; Thoroughly document and record key learnings around customer issues, communicate issues internally and provide reporting to management as needed.

You are recognized for: Your experience in customer service, retention, or sales; Your excellent communication skills to effectively interact by phone and email; Your effective note-taking and documentation skills; Your strong analytical skills and ability to understand billing, contractual, and/or technical issues; Your aptitude for building rapport and trust among others quickly; Your motivation in working in a challenging, fast-paced environment; Your excellent organization and time-management skills; Your outstanding work ethic and attendance.

Working Language English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec.

Internal communications between colleagues occur in English or in French, depending on the parties involved.

Strategic suppliers are located outside of Quebec.

A basic knowledge of French is required for any position located within Quebec.

English is required for this position, as it could report to someone outside of Quebec, and requires frequent out of province communications.