Bilingual Customer Service Representative

Job Description

Bilingual Customer Service Representative

Bring your passion for customer service to the insurance sector for our client and be part of a dynamic, collaborative environment serving clients across Canada. This opportunity offers the chance to build meaningful relationships, expand your knowledge of financial products, and contribute to a positive customer experience every day.

What is in it for you:

• Hourly salary of $25.

• 5-month contract.

• Full-time position: 37.5 hours per week.

• Hybrid work, with 3 days per week in the office.

• Rotating weekday schedule, 8:00 am to 8:00 pm.

Responsibilities:

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

• Provide accurate and complete information on retirement products and respond to inquiries regarding retirement and investment policies.

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

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

• Process transactions on behalf of clients when required.

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

• Recommend client-centered resolutions and initiate exceptions within established guidelines.

• Identify opportunities and recommend improvements to operational processes and practices.

• Build positive customer relationships while contributing to a collaborative team and delivering excellent customer service.

• Maintain current knowledge of company policies, procedures, processes, systems, and products.

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

• Confidently manage unclear or unfamiliar client expectations and differing opinions or personalities.

• Manage multiple cases effectively in a high-volume, fast-paced environment.

• Serve as a liaison between customers and other teams to support responsive, high-quality service.

• Participate in process improvement activities and departmental or divisional initiatives.

• Work within established timelines, including shifts, breaks, call lengths, and constructive feedback.

What you will need to succeed:

Required qualifications

• 1 year of work experience in a contact center.

• Customer service focus and skills.

• Knowledge of business policies, procedures, and concepts.

• Bilingual in French and English to serve clients across Canada.

Preferred qualifications

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

Soft skills

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

• Commitment to achieving high levels of service excellence.

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

• Analytical and problem-solving skills.

• Ability to take responsibility and ownership through resolution.

• Ability to organize, prioritize, and multitask effectively.

• 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.