Bilingual Customer Service Representative

Role Overview

• Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products, and services received via various communication channels;
• Assess needs and handle each inquiry professionally, courteously, and efficiently while ensuring appropriate follow-up;
• Use internal systems to gather and provide all necessary information to achieve first-contact resolution;
• Track and record inquiries in the appropriate systems;
• Update certificate details when required and perform appropriate follow-up (coverage type, coverage amount, certificate cancellations, beneficiary or contact updates, requests to cancel existing coverage and replace it with new coverage, bulk updates and/or bulk cancellations);
• Deliver consistent, high-quality service while adhering to established processes and meeting productivity and quality targets (KPIs);
• Share ideas and observations to support continuous improvement;
• Keep product and service knowledge up to date and participate in ongoing development training.

Requirements

• Post-secondary education (preferred);
• Minimum of one year of customer service experience; experience in a call centre, banking environment, or insurance sector is an asset;
• Excellent active listening and verbal and written communication skills;
• Ability to explain decisions and procedures clearly, accurately, and respectfully;
• Comfortable using multiple computer applications and able to learn new systems quickly;
• Ability to handle multiple tasks simultaneously in a fast-paced environment;
• Strong team orientation and collaborative attitude;
• Proactive, self-directed, and motivated by continuous learning;
• Adaptable and comfortable with change;
• Strong attention to detail;
• Bilingual (French and English) required.

Benefits

• Flexible work arrangements with monthly financial allowances to support work–life balance;
• Generous starting paid time off, plus additional days off for each year of service;
• One paid volunteer day to support a cause you're passionate about;
• Paid personal and wellness days to support overall well-being;
• Education assistance up to $3,500 per year (with manager approval);
• Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help pay for a wide range of wellness services important to you;
• Up to 14% combined contributions to the RRSP matching program;
• Maternity/parental leave for families;
• Additional benefits and programs.