Careers at Payment Source

The Bilingual Customer Service Representative (BCSR) is responsible for serving customers via the telephone, email, web, and chat for our various brands. The BCSR is accountable for dealing with customer inquiries, processing credits, technical support, product related issues, and provides successful resolution to these requests.  The BCSR follows all procedures and policies when providing customer service as outlined in our Knowledge Base.  The incumbent will participate in all assigned training, setting and meeting personal goals and metrics.  This individual will also initiate outbound calls to customers to review account statistics to help drive customers’ activity and utilization, provide training on new product features, and perform needs assessments for how better to service customer needs.  Other duties and special projects may be assigned as required.

Key Responsibilities: 

• Manage customer relationships ensuring timely delivery of support services via email, telephone, web, chat, etc. concerning products and applications, implementing enhancements and other issues.
• Deploy, maintain, and support the hardware and software used in support of the customers to ensure reliability and adherence to contract specifications.
• Initiate outbound calls to customers to review account statistics to help drive customer’s activity and utilization, provide training on new product features, perform needs assessments for how better to service customer needs and increase overall customer satisfaction.
• Respond proactively to all customer inquiries in a timely fashion; providing excellent customer service and maintaining lasting business relationships.
• Answer customer questions and requests regarding their service; providing appropriate information, assistance and advice. 
• Troubleshoot operational issues, installation and application issues, user administration issues, domain and third party phone/internet issues, and other technical issues.
• Provide successful resolution to all customer complaints; ensuring the customer is satisfied with the end result.
• Report escalating and severe issues to management to assist in the resolution process; keeping customers updated on the progress and acting as the primary point of contact.
• Appropriately record all resolved and unresolved customer issues in the database according to Payment Source processes and procedures.
• Continually preserve the confidentiality and security of customer data and information.
• Liaise with management regarding operational errors, improving processes and providing technical assistance to customers.
• Assist in the development and maintenance of FAQs, support processes and other supporting documentation for customers.
• Perform proactive security/risk related outbound calls 
• Conduct checks verifications requested by third parties
• Perform other duties as assigned. 

Qualifications & Experience:

• Bilingual (English/French)
• High school diploma or GED required
• Strong customer service and troubleshooting skills
• 1-2 years of Customer Service or Call Center experience preferred
• Technical support experience is an asset, specifically with Point of Sale devices or telecom environments.
• Exceptional conflict resolution, negotiation, and objection handling skills
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Able to work well under pressure
• Able to adapt to changing environments
• Able to learn quickly with little direction
• Strong attention to detail
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Computer literate, including effective working skills of Google Suites
• Proven data entry and typing skills
• Professional appearance and manners
• Familiarity of prepaid, financial, or gift card market an asset
• Strong work ethic and positive team attitude

Competencies:

• Customer Focus
• Communication
• Energy & Stress
• Team Work
• Quality Orientation
• Problem Solving
• Decision Making
• Accountability and Dependability
• Adaptability
• Operating Equipment
• Ethics and Integrity

Working Environment:

• Travel may be required – from time to time, we may offer training in our various offices
• Manual dexterity required to use desktop computer and peripherals
• Overtime as required
• Flexibility to working various shifts including evenings and weekends
• Required to work holidays excluding Christmas Day
• Must have access to a quiet home office space with adequate privacy and a fast and stable internet connection
• This is a hybrid role, must be available to come into the closest office at least 2-3 times a month

Reporting to the Senior Manager, Prepaid Products and Supply Chain, the Warehouse & Inventory Supervisor will play a pivotal role in managing our distribution operations. We seek talented individuals with warehouse logistics, inventory management, technology, and people management expertise. If you thrive in a fast-paced environment and enjoy working with cross-functional teams, this is an opportunity to make a significant impact.

Key Functions/Duties

People Management:

• Lead and supervise a team of warehouse and supply chain professionals, fostering a positive and collaborative work environment.
• Provide training, guidance, support, and coaching to team members, ensuring their success and professional development.

Purchasing and Re-Ordering:

• Ensure marketing materials, fulfillment supplies, and fixtures are monitored and ordered to maintain optimal stock levels.

Order Fulfillment, Inbound Receiving & Inbound Return Processing:

• Ensure accurate and timely fulfillment of outbound orders, including programming and quality control of POS terminals.
• Ensure proper receiving of inbound inventory in the system in accordance with FIFO practices.
• Coordinate inbound terminal returns, RMA, and repair process.
• Maintain inventory management for designated products including working with POS technicians on maintaining optimal inventory levels on accessories and parts.

• Identify and coordinate the repair process for damaged terminals, minimizing expenses through in-house repairs and third-party vendors.
• Provide trend reporting for terminal repairs/failures.

Inventory Management & Metrics Reporting:

• Conduct regular inventory counts and reconciliation. Implement/monitor performance metrics to optimize fulfillment and identify areas of improvement.

Terminal Installation & Merchandising:

• Coordinate installation and merchandising of POS programs.
• Other duties as assigned

Education:

• Supply Chain Management

Experience

• 2 years of warehouse operations and/or fulfillment experience and minimum 1-year people management

Skills, Knowledge & Abilities

• Able to manage, coach, and engage a diverse workforce
• Excellent verbal and written communication skills
• Strong knowledge of operations, warehouse management, inventory control, and transportation methodologies
• Task and deadline-oriented
  Familiarity with change management strategies and execution
  ability to remain calm under pressure and utilize constructive feedback
• Familiarity with inventory control and work-flow processes
• Able to accept and execute change in a positive and proactive manner
• Knowledge of POS terminals is an asset

Competencies

• Excel and/or Google Sheets
  MS Office and/or Google Suite

Working Conditions:

Physical Conditions:

• Active small warehouse environment working in close proximity to other team members
• Mild to moderate noise
• Dog Friendly

Mental Conditions:

• Team environment that requires social awareness
• Quantitative measurement of performance that may include daily or weekly quotas based on tasks assigned

Payment Source powers payment methods that unlock new value for Canadian businesses, government and the people they serve. We partner with brands like Amazon, PayPal, Paytm, Canada Revenue Agency, Canada Post, Intuit, Mastercard, and Visa to give every Canadian more ways to pay, and provide business and government more ways to be paid. Recognized as one of Canada’s Best Managed companies for four years running, we connect Canadians with new government payment methods through our PaySimply platform; and we provide prepaid and financial products/services to our Now Prepay retail network of over 15,000 store locations across Canada.

Term:

Fall 2023 (4 months)

The POS Technician Intern is responsible for the maintenance and repair of all POS delivery devices and executing a variety of designating distribution functions at the organization’s fulfillment facilities. This includes but is not limited to downloading our software on POS terminals, programming, quality control, shipping and receiving, processing inbound terminal returns, and processing terminal repairs. The incumbent is also responsible to manage the reception, handling, distribution and storage of designated product and supplies that come in and out of the office.

This position requires a good understanding of shipping and receiving, quality control, technology and a broad range of skills. The incumbent must be task oriented and must be able to prioritize and escalate instances accordingly. An ability to communicate and work with various departments, along with the ability to work independently is required.

This is an onsite job, Monday-Friday from 9 AM to 5 PM.

Key Responsibilities:

1. Terminal Quality Control:

    Responsible for maintenance of terminals, including but not limited to:
   • Performs diagnostic test on defective POS electronic Terminal units.
   • Analyzes electronic circuits to identify failures and perform the necessary repairs at the component level.
   • Performs fine pitch IC (Integrated Circuits) component replacement with the use of Surface mount technology soldering techniques.
   • Provides a daily report on completed repair work.
   • Performs final test on repaired products to ensure product quality.
   • Provides a log of common failure analysis repair to the Repair Supervisor on a regular basis.
   • Performs device cleaning and quality inspection checks.
   • Performs software application installation on POS devices.
   • Provides technical assistance to the Refurbishing Assembly line when required.
   • Maintain a clean and organized repair station
     
     

2. Inbound Return Processing:

    Responsible for the fulfillment of all outbound and receipt of all inbound orders, including but not limited to:
   • Schedule POS terminal programing and delivery according to Work Order requirements, with the most up to date software version and quality control testing
   • Ensure the accurate fulfillment of outgoing orders are shipped to customers in a timely manner
   • Communicate all delays or variances in inbound/outbound shipments to the appropriate parties
   • Update work order and process inbound terminals into inventory
   • Sort and distribute incoming shipments
     
     

3. Inventory Cycle Counts:

    Responsible for conducting cycle counts on a quarterly basis, including but not limited to:
   • POSA Card Inventory Counts (Toronto Office)
   • SIM Card Inventory Counts
   • POS Terminal Inventory Counts
   • Identifying and escalating any inventory discrepancies
     
     
4. Other duties as assigned. 

Working Environment:

• Entrepreneurial, fast-paced company
• This is an on-site position, based in Etobicoke, Ontario
• Ability to perform repetitive heavy lifting
• Lifting or moving up to 50 lbs may be required
• Manual dexterity required to use computer and peripherals
• Able to physically inspect company property and assets
• Duration: 4 months, starting September 2023
• Work hours/week: 40
• Pay rate: $17/hour
• Employment Type: Full time, Mon-Fri, 9 AM - 5 PM