Job Overview
We are seeking a dynamic and experienced Bilingual Customer Service Representative (French/English) to support the day-to-day operations of our customer service team. This role is well suited for an individual who combines strong customer service knowledge with excellent communication, facilitation, and interpersonal skills.
Key Responsibilities – Customer Service Agent (Bilingual French/English)
- Provide timely, accurate, and professional customer support in both English and French via phone, email, chat, or other communication channels
- Respond to customer inquiries regarding products, services, policies, and account information while ensuring clarity and consistency in both languages
- Resolve customer issues effectively by identifying needs, investigating solutions, and following through to completion
- Document customer interactions accurately in ticketing systems, including notes, actions taken, and outcomes
- Escalate complex or unresolved issues to appropriate teams in accordance with established procedures
- Maintain a high level of customer satisfaction by demonstrating empathy, active listening, and cultural sensitivity
- Meet or exceed individual and team performance metrics, including service levels, quality standards, and productivity targets
- Adhere to company policies, regulatory requirements, and confidentiality standards always
- Stay current on product knowledge, service updates, and process changes through ongoing training
Skills & Competencies
- Strong listening, comprehension, and translation skills in English and French
- Professional and calm approach when handling difficult or escalated customer interactions
- High level of cultural awareness and sensitivity when serving diverse customer populations
- Ability to work independently while contributing effectively as part of a team
- Strong organizational skills with attention to detail in documentation
- Positive attitude, adaptability, and a strong sense of ownership
- Able to commute between sites within Canada
Preferred Experience
- Previous experience providing customer service support in both English and French, verbally and in writing
- Minimum of 2 years experience working in a call centre, contact centre, or customer-facing environment
- Exposure to supporting customers across multiple communication channels (phone, email, chat, or digital platforms)
- Experience serving customers in Quebec and/or other francophone markets
- Familiarity with CRM, case management, or ticketing systems for documenting customer interactions
- Experience working in high-volume or fast-paced service environments while maintaining quality and accuracy
- Understanding of key customer service metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT)
- Prior experience in regulated or service-driven industries (e.g., financial services, telecommunications, insurance, healthcare) is considered an asset
- Demonstrated ability to de-escalate challenging situations and adapt communication style to diverse customer needs
Pay: $22.00-$23.00 per hour
Expected hours: No less than 40.0 per week
Application question(s):
- Do you have experience using CRM systems, case management tools, or ticketing systems to document customer interactions?
- Are you able to commute between different work sites within Mississauga/Canada?
- In which environment do you have experience: call centre, contact centre, or customer-facing roles?
- Do you have experience serving customers in Quebec and/or other Francophone markets (in English and French)?
Experience:
- Customer Service Agent (Bilingual French/English): 2 years (required)
Work Location: In person
