Bilingual Customer Support Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Support Representative based in Canada.

This role is focused on delivering exceptional customer service experiences to users across Canada, with a strong emphasis on supporting French-speaking customers, including those in Quebec. You will handle a high volume of inbound interactions through phone, email, and chat, ensuring that each request is resolved accurately, efficiently, and with a strong customer-first mindset. The position plays a key role in maintaining customer satisfaction and ensuring smooth day-to-day operations across support channels. You will also collaborate closely with internal teams to resolve complex issues and improve service outcomes. The environment is fast-paced, dynamic, and highly collaborative, requiring strong communication skills and the ability to manage multiple priorities. This is an excellent opportunity for someone who thrives in customer-facing roles and enjoys problem-solving in a structured, performance-driven setting.

• Handle a high volume of inbound customer inquiries via phone, email, and live chat in both French and English.
• Provide timely, accurate, and professional support to customers and members across Canada.
• Maintain detailed and accurate records of all customer interactions in internal systems.
• Troubleshoot issues, research account details, and ensure requests align with company policies and procedures.
• Collaborate with internal teams to resolve escalated or complex customer concerns.
• Meet or exceed performance KPIs, including response time, quality standards, and handle time targets.
• Ensure a consistent, high-quality customer experience tailored to French-speaking users.
• Contribute to process improvements and share insights to enhance overall service delivery.

Requirements:

• Fully bilingual in French (Quebecois) and English, both written and spoken.
• 1–2 years of customer service or contact center experience (preferred).
• Strong communication skills with the ability to remain professional and empathetic in all interactions.
• Ability to manage multiple priorities in a high-volume, fast-paced environment.
• Strong problem-solving skills with the ability to de-escalate customer concerns effectively.
• Comfortable using Microsoft Office tools (Word, Excel, Outlook) and learning new systems quickly.
• Strong attention to detail and ability to follow processes accurately.
• Ability to work flexible shifts, including evenings, weekends, or holidays as required.
• Reliable internet connection and a dedicated workspace for remote work.

Benefits:

• Competitive annual salary ranging from CAD 47,800 to CAD 49,000, based on experience and location.
• Open PTO policy offering flexibility in how and when you take time off.
• Quarterly “Days of Disconnect” for global company-wide rest and recharge.
• Comprehensive health coverage including medical, dental, and vision plans.
• Parental and family leave benefits, including support for growing families and pets.
• Wellness support including Employee Assistance Program and Calm App subscription.
• Quarterly wellness reimbursement to support your personal fitness journey.
• Inclusive, values-driven culture focused on belonging, growth, and teamwork.