Role Title: Bilingual Customer Service Professional
Mode: Hybrid – 3 days onsite (Tuesday, Wednesday & Thursday) and 2 days remote (Monday & Friday)

Duration: 6 months(Extension/Conversion Possible)

Work Location: Montreal, Quebec

Job Overview

We are seeking a Bilingual Customer Service Professional to join a Canada Retirement Services team supporting customers across Canada.

The successful candidate will be responsible for providing exceptional customer service, managing and resolving service requests, and assisting clients with retirement and investment products. This role involves handling customer inquiries primarily by phone and email while using multiple systems and platforms to provide accurate and timely solutions.

This is an excellent opportunity for a customer-focused professional who is interested in developing their knowledge of financial, retirement, and investment products in a fast-paced environment.

Key Responsibilities

- Handle increasingly complex customer service requests accurately and efficiently at the initial point of contact.
- Provide clear, accurate information regarding retirement and investment products.
- Respond to customer inquiries related to retirement and investment policies, products, and services.
- Use multiple administrative systems and platforms to research and resolve customer inquiries within established service standards.
- Assist customerswith completing appropriate forms and meeting policy requirements.
- Process customer transactions when required.
- Identify customer concerns and recurring trends and escalate or report issues appropriately.
- Recommend customer-focused solutions and initiate exceptions within established guidelines.
- Identify opportunities to improve operational processes and customer service practices.
- Maintain a robust working relationship with customers and internal teams.
- Collaborate with various departments to ensure timely and effective resolution of customer issues.
- Maintain current knowledge of company policies,



procedures, products, systems, and processes.
- Meet established expectations for productivity, accuracy, compliance, quality, and customer experience.
- Protect customer information and follow appropriate privacy, fraud prevention, and risk mitigation procedures.

Key Challenges

- Managing a high volume of customer inquiries in a fast-paced contact centre environment.
- Handling multiple cases and priorities while maintaining accuracy and service quality.
- Addressing unclear or unfamiliar customer requests professionally and effectively.
- Maintaining up-to-date knowledge of products, procedures, and multiple systems.
- Adapting to changing customer needs and business requirements.
- Handling different customer personalities and perspectives with professionalism.

Required Qualifications & Skills

- Fluent bilingual proficiency in English and French, both verbally and in writing.
- Minimum 1 year of contact centre/customer service experience.
- Robust customer service and relationship-building skills.
- Experience working in a high-volume customer service environment.
- Ability to learn and apply financial products, policies, procedures, and processes.
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- Strong attention to detail and accuracy.
- Ability to organize, prioritize, and manage multiple tasks simultaneously.
- Ability to take ownership of customer issues through to resolution.
- Ability to work independently with minimal supervision while also contributing effectively within a team.




- Solid interpersonal and collaboration skills.
- Ability to work effectively in a structured environment with defined schedules, service standards, and performance expectations.

Education

- Post-secondary education is preferred.
- Industry certification or equivalent relevant work experience is an asset.

Schedule & Availability

- Monday to Friday.
- Rotating start times between 8:00 AM and 8:00 PM EST.
- Employees may be required to work different start times on a weekly rotating basis to support customers across Canadian time zones.
- Flexibility is required based on customer demand and business requirements.

Work-from-Home Requirements

- Reliable home internet connection.
- Ethernet cable connection from the modem to the work computer is required.
- Private and secure workspace free from distractions.
- Workspace must allow for the protection and confidentiality of customer information.

About Dexian: Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Thanks and Regards,
#CS

Pay: $22.00-$25.00 per hour

Language:

- French (preferred)

Work Location: In person

📌 Customer Service Representative #1018336 (Canada)
🏢 Dexian
📍 Canada