Description for the Bilingual Merchant Experience Partner (French and English):

As one of the company’s core operations teams, Customer Experience and Support Ops ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages the company’s large and growing global network of support centers to create the best customer experiences, with the goal of delivering an outstanding customer experience as reliably as possible.

Located:

• Toronto

About the Role

• We are looking for a Bilingual Merchant Experience Partner (French and English) to partner with our high-value merchants for a respective book of business to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience as we continue to increase our last-mile logistics platform. As a Merchant Experience Partner, you will play a crucial role within the Merchant Support team by providing our merchants with direct contact for all their support needs and focusing your efforts on ensuring overall Merchant success on the company’s platform. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving. Not only will you partner with our Merchants, but you will work with Account Owners and own a book of business as their support contact. You will have demonstrated experience delivering effective execution and communication and be excited to solve one of our most challenging problems.
• You will be collaborating and troubleshooting important issues for Merchants for a respective book of business, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues
• Build relationships with Merchant partners by being the main contact and expert for our high revenue
• Merchants for their support operations
• Promote retention and overall, Merchant success through service and proactive outreach via phone, email, or Zoom call
• Prioritize and escalate issues in partnership with our teams
• Develop expertise in how the company’s systems and resources work, and how to use them to promote positive outcomes for our Merchants
• Validate and track Merchant feedback to inform updates to our products and tools

Skills:

• Field sales support
• Account
• management
• Customer
• service

Skills & Qualifications:

• You are Bilingual in French and English.
• 3 or more years of experience with account management, customer support, hospitality, or in a related field.
• High School Degree or GED is required and a Bachelor’s degree is preferred.
• Knowledge of Salesforce (or other CRM software), and the ability to view and interpret dashboards.
• Basic proficiency with Microsoft Suite and G Suite
• Basic knowledge of Excel tools and formatting functionality.
• Experience with SQL is a plus
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You excel at building relationships
• You excel at determining prioritization
• You're creative
• You love thinking about new opportunities for process improvement

Experience Level:

• Entry Level

À propos d'Aston Carter:

Veuillez noter : Des fraudeurs essaient de se faire passer pour des employés d'Aston Carter. Nous n'utiliserons jamais des services gratuits comme Gmail, Telegram ou WhatsApp pour communiquer avec vous et nouse ne vous demanderons jamais d'argent.

Aston Carter, une division d'Aerotek, est un fournisseur d'envergure mondiale de services de recrutement et de dotation de personnel pour les sociétés à la recherche de professionnels du milieu des affaires hautement spécialisés. Aerotek est une société en exploitation d'Allegis Group, un fournisseur multinational de solutions en matière de talent. Aston Carter s'engage fermement à offrir un service de premier ordre aux clients et aux professionnels du milieu des affaires dans un vaste éventail de disciplines, notamment la comptabilité, la finance, la gouvernance ainsi que la gestion du risque et de la conformité. Avec plus de 60 bureaux en Europe, Asie et Amérique du Nord, Aston Carter offre une expertise locale, régionale et mondiale pour répondre aux besoins uniques de ses clients. Reconnu "best of staffing" par nos clients et le talent que nous recrutons, Aston Carter s'engage à livrer un service hors pair a tous nos partenaires d'affaire.

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

Aston Carter is a distinguished global provider of recruitment and staffing services to companies requiring highly specialized business professionals. As a Best of Staffing® Client and Talent leader, Aston Carter has an unrivaled commitment to delivering first class service to clients and business professionals across a variety of disciplines, including Accounting and Finance as well as Governance, Risk and Compliance. With more than 60 offices across Europe, Asia Pacific and North America, Aston Carter provides local, regional and global expertise to drive value and meet our customers' unique needs. Aston Carter is a division of Aerotek. Aerotek is an operating company of Allegis Group, a global talent solutions provider.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.