Bilingual Customer Service Representative

Job Description

Bilingual Customer Service Representative

Join a dynamic opportunity in the insurance sector for our client, where customer service, relationship building, and professional development are at the heart of every interaction. Contribute to delivering exceptional support to retirement services clients while working in a collaborative environment that values learning, service excellence, and continuous improvement.

What is in it for you:

• Hourly salary of $25.

• 6-month contract from October 19, 2026, to April 30, 2027.

• Possibility of extension and conversion to a full-time position based on performance.

• Full-time schedule of 37.5 hours per week, 7.5 hours per day.

• Rotating work schedule on a weekly basis between 8:00 am and 8:00 pm.

• Hybrid work model: office attendance on Tuesday, Wednesday, and Thursday.

• Paid training starting on Day 1 and conducted on-site in the office.

• Location: Montréal, Quebec.

Responsibilities:

• Handle increasingly complex client service requests accurately and thoroughly at the initial point of contact.

• Provide accurate and complete information regarding retirement products.

• Use multiple administrative systems to resolve inquiries within defined service standards.

• Assist customers with completing appropriate forms and meeting policy requirements.

• Respond to customer inquiries related to retirement and investment policies.

• Identify and report recurring client concerns and recommend strategies to improve the service experience.

• Recommend client-centered resolutions, identify exceptions within guidelines, and suggest operational process improvements.

• Contribute to a collaborative team environment while building strong customer relationships and delivering excellent customer service.

• Remain current on company policies, procedures, processes, systems, products, tools, and services.

• Meet productivity, accuracy, compliance, and service excellence expectations.

• Process client transactions when required.

• Provide an exceptional experience on incoming calls to build lasting client relationships.

• Serve as a liaison between customers and other teams to ensure responsiveness and quality service.

• Participate in process improvement activities and departmental initiatives.

• Work effectively within established timelines, including shifts, breaks, and call handling requirements.

What you will need to succeed:

Required qualifications

• 1+ year of contact center experience.

• Customer service experience and strong customer service skills.

• Knowledge of business policies, procedures, and concepts.

• Bilingual in English and French to support clients in both languages.

Preferred qualifications

• Post-secondary education with an industry certification, or equivalent work experience.

Soft skills

• Ability to build positive relationships between customers and the organization.

• Commitment to achieving high levels of service excellence.

• Ability to work independently or with minimal direction within a team environment.

• Excellent verbal and written communication skills.

• Analytical and problem-solving skills.

• Ability to assume responsibility and take ownership until resolution.

• Ability to effectively organize, prioritize, and manage multiple tasks.

• Attention to detail.

• Ability to collaborate effectively with teams and peers.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.