Bilingual Customer Service Representative

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

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.